Knowing how to work effectively with your coworkers to achieve goals together (or just get through the day) is an essential customer service skill. In this article, we will cover the science of multitasking, problems with the practice, and tips for boosting your multitasking capabilities. Studies have shown that IQ drops when individuals repeatedly multitask. Multitasking is great for getting into your works nitty-gritty and getting stuff done. Montrer au client quon le comprend est une part importante de notre mission. Agree with you, Lynn. Between dealing with angry customers and fulfilling requests, working in customer service can get stressful. Please leave your advice and insights in the comments below. Dont just make a to-do list and then forget about it or bury it somewhere in your many open tabs. Take breaks. Short breaks away from connectivity will help you get through the day, and your brain will feel better after getting some rest. Leverage other peoples strengths and cover for others weaknesses. No matter what you do for work, there are going to be times when multiple projects require your attention at the same time. mais les entreprises devront aussi investir dans un logiciel de service client cloud dot doutils qui facilitent le tltravail, comme des fonctionnalits de collaboration et des intgrations de gestion des effectifs. Not every situation calls for multitasking. Chronic multitaskers often have trouble doing something for too long, so 20 minutes is a good staring point. Luckily, companies are composed of more than one individual. If you get your work done best when you can focus on one thing at a time, lean into that method, and ensure you find a job/work environment that best suits your style. Multitasking effects should be kept in proportion. Multitasking is not something you can start doing blindly. Contemporary templates perfect for new job seekers or anyone looking for a fresh start. And when we try to do more, our thoughts are flipping back and forth between the tasks, and in fact, this can reduce our performance level to that of a drunk or high on marijuana slowing down reaction time, increasing errors and requiring extra effort to concentrate. Now that you are conscious of the fact that switching tasks incredibly hurts your productivity, call a spade a spade. Amliorer vos comptences commence par lapprentissage. There is an interesting post on lifehacker.com which suggests to compare numerous projects you are involved in with felling a stand of trees by making three passes of the saw on each tree before moving onto the next. (Je peux me dsabonner tout moment.). The idea that working in multiple tasks at once increases productivity has been proven false. Dans un monde en perptuel changement, les agents doivent tre efficaces. La capacit dadaptation, les aptitudes digitales et la gestion du temps sont des atouts essentiels. How good are you at multitasking? 2003 - 2023 Provide Support LLC. Thats the commonly-held definition, anyway. As a result, we feel mentally and physically exhausted. Ils ne sont dailleurs pas conus cet effet. For example, input data as you write a report on that data, or research benefits options while drafting a budget. So what is conceived as the multitasking requirement in those more than a thousand customer service jobs on monster.com? Be aware of whats distracting and what isnt for you. This is true even when they are familiar with the previous task and prepared to start a new task. Thank you for making it to the bottom! When asked what's most important when resolving an issue with a company, 73 percent of customers said quick resolutions, and 59 percent said quick answers. The Pomodoro technique is one popular work/break option and stipulates that a 15-minute break every hour (more or less) is good for overall productivity. In todays business world, the ability to multitask is a crucial skill, especially with more people working from home and coping with the distractions that come along with it. The costs of multitasking may outweigh the benefits for most people. Also, schedule multiple single tasks at a single time. Customers in general wait until the last moment to pass a project off and then expect someone else to make up for their lack of staying on top of tasks. Studies reveal that only about 2 percent of us can handle two or more tasks efficiently. Elles peuvent galement mettre en lumire des commentaires issus de conversations avec les clients, et faire remonter leurs besoins vers dautres quipes et dpartements pour amliorer lensemble de lentreprise. There has been numerous scientific researches published in recent years investigating human multitasking abilities. Dont try to multitask 40 hours a week (or anywhere even close to that), or youll likely end up mentally fried in no time. This is an individual who prefers to perform multiple tasks at a time. When you are used to a task, you can use your autopilot to decrease your cognitive stress. 40% des clients dclarent utiliser diffrents canaux pour rsoudre un mme problme. If you often need to check your emails or social media, schedule a set time for that. All rights reserved. Multitasking is a skill you can put on your resume to show employers you have experience dealing switching between multiple tasks and responsibilities. Heres how to highlight empathy on your resume: The use of the word personalized in this professional experience bullet point indicates that this applicant has the capacity to take in each customers circumstances and provide specific advice for them. 7. Highlight your most notable publications and research with one of our research-focused CVs. Monitoring social media analytics center while creating a new campaign. Work History. Les agents ont souvent besoin de collaborer entre eux et avec dautres dpartements. Being able to keep your cool and maintain excellent service despite high-pressure situations is a great customer service skill to have, and is key to success in most workplaces. In situations like these, excellent time management skills come in handy. Congratulations. No matter what type of customer service job you have, youre always one part of a larger team. For example, perhaps it is more efficient for you to multitask a set of related tasks as a team member multitasks a different set of related tasks, rather than each of you performing unrelated tasks successively. 15 HR Recruiter Skills That Every Great Recruiter Must Have, Crucial Strengths In Marketing: Strengths of Marketing Teams, Key Strengths & Characteristics of a Great Project Manager, 10 Crucial Marketing Skills That Every Marketer Must Have, What is Employee Experience (EX)? Or, the individual could simply be overwhelmed by multitasking. Blog about Customer Service and the role of Live Chat in it. In one Yale researcher conducted study, those who were told they are multitasking held on to information better and were more efficient. Some examples of real-world multitasking on the job might help you turn that spotlight onto your multitasking moments. Recognize and accept your limits. Julia is passionate about customer service excellence, and has more than ten years of experience as a Customer Service Representative. Quand les agents peuvent accder tous les dtails ncessaires dans un seul outil plutt que de devoir basculer de lun lautre, ils peuvent anticiper les besoins des clients et travailler plus efficacement. Si 75% des clients attendent des expriences personnalises, moins de la moiti des agents ont accs au contexte qui leur permet doffrir une meilleure assistance. Never miss an opportunity thats right for you. Performing customer service tasks while taking care of data collection. This is not true of solely students, though. He is a teacher, writer, and world-traveler that wants to help people at every stage of the career life cycle. Please select the Tab Content in the Widget Settings. The process of changing tasks over and over again makes one less focused by nature. Take a deep breath, stretch and step away from your desk every once in a while. For instance, being empathetic often gives you greater patience when dealing with difficult customers. The following are the most frequently recognized examples of multitasking in personal and professional settings: Attending to e-mails while listening to a podcast: Individuals who get hundreds of emails each day often react to them while engaging in other activities, such as listening to podcasts. But sometimes, over the course of a company expanding rapidly, or chasing growth, or increasing margins, the customer can take a backseat to other priorities, and customer experience can suffer. En2021, les clients attendent des entreprises quelles continuent de montrer davantage dempathie et de flexibilit que par le pass.Ben Motteram, directeur et expert en exprience client. Les quipes dassistance peuvent recueillir des commentaires grce des outils tels que les scores de satisfaction client, le forum communautaire de lentreprise et des outils denqute comme SurveyMonkey. As we alluded to earlier, the brain isnt actually capable of multitasking the way a computer is. Put it in a nutshell, almost all of the research found that there is no benefit at all, and brought considerable concerns about its negative effects. Talking to someone person to person while creating a plan for the day. Applying for a position with numerous qualifications? Lune des missions les plus importantes dun agent est de tisser des relations de qualit avec ses clients. Frequent multitaskers are more likely to get distracted. En fait, 40% des managers de service dassistance nont pas doutils adapts pour mesurer le succs des quipes en tltravail. Si le self-service fait gagner un temps prcieux aux agents, il est aussi particulirement utile de pouvoir sappuyer sur une base de connaissances rgulirement mise jour. Youre one step away from getting the job. Even when a typical multitasker is trying to focus on a single task, they still cannot manage their focus well. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. Changing back and forth between the functions takes both time and energy away from you. Cochez cette case si vous ne souhaitez pas recevoir de communications marketing de Zendesk. Afin de fournir cette exprience unifie sur tous les canaux, les quipes dassistance ont besoin dun espace de travail unique qui runit les canaux et le contexte du client. The key to reduce stress and increase efficiency is to work through your tasks one by one. Pour offrir un service client dexception, un certain nombre de comptences cls sont bien sr ncessaires, mais aussi un logiciel de service client qui rpond aux besoins des clients et donne vos quipes les moyens de russir. Yes, you can do it. To get a full recovery spend a few minutes completely away from the computer. This quickly demonstrates to employers that the candidate has strong teamwork skills. la question: Quest-ce qui est le plus important lorsque vous demandez une entreprise de rsoudre un problme?, 73% des clients rpondent une rsolution rapide, et 59% des rponses rapides. In some roles, multitasking could be a desirable trait. For example, if task A normally takes 10 minutes and task B normally takes 20 minutes, attempting to do both simultaneously might take 40 minutes (compared to 30 minutes if you just did them successively instead). Beaucoup dorganisations affectent des agents sur tous ces canaux, pour quils puissent facilement passer de lun lautre selon les attentes des clients. The first step to any successful multitasking session is having a solid plan in place. Matthew Zane is the lead editor of Zippia's How To Get A Job Guides. ResumeGenius.com is owned and operated by Sonaga Tech Limited, Hamilton, Zweigniederlassung Luzern with offices in Luzern Switzerland. Les agents agiles sadaptent aux changements. Make your hiring and training process meaningful, memorable, and personal 4. Review your customer personas together 5. Examples of Multitasking at Work Consider the following everyday situations in which you multitask: Signing for a package while greeting a customer Responding to emails while talking on the phone Writing a report while inputting data from the report Troubleshooting and writing code simultaneously When you are less focused on a single task, you tend to make mistakes and not be careful. Learn more in our Cookie Policy. Looking to enhance your professional life? When expanded it provides a list of search options that will switch the search inputs to match the current selection. En2020, 50% des quipes dassistance ont opr une transition totale vers le tltravail. Les entreprises les plus performantes en matire dexprience client sont trs claires ce sujet: le manque de flexibilit a t un vrai point noir en2020 et y remdier doit tre une priorit absolue pour cette nouvelle anne. While on a phone call, withstand the temptation of surfing the web for irrelevant information. Multitasking hampers satisfaction and happiness. Speed. Related: The Art of Multitasking: Definition + 25 Examples Why are multitasking skills important? Offrez une assistance tlphonique efficace grce ces conseils. Be the first to rate this post. I am glad you liked it. So, multitasking is a magic bullet that lets you get more done in the same amount of time, right? This skill is incredibly useful if youre in the customer service field, because it allows you to better relate to the problems customers are having and help more effectively address their complaints. When performing multiple tasks at home, this may not be a problem. Try to arrange your schedule so you can perform similar tasks in tandem (more on that below). Indeed, in todays information-saturated world multitasking is a widespread phenomenon. Take some time every day to review what youve gone over and remind yourself of long-term goals and priorities. This infographic shows not only shocking facts about multitasking but also provides useful recommendations which will help your customer support team to get ready to multitasking. Then, try performing those tasks one at a time. More mistakes. If you do this for a long period of time, the negative neurological effects are similar to those of staying up all night. Then, eliminate them from your environment if you can. Tracking packages while also taking care of the paperwork. When youre assisting customers whether in person, online, or over the phone you need to be able to convey information clearly and concisely. For instance, research done by Dr. Robert Rogers and Dr. Stephen Monsell found that people are significantly better at performing the same task multiple times when compared to switching tasks. Starting two different projects at the same time. Resist the needless urge to switch to another browser tab or app while responding to an email. Whenever you find yourself in a situation that puts a great deal of pressure related to multitasking, consider it as a valuable lesson and think about what you can do differently next time to get a better result. In this professional experience bullet point, notice how the applicant had to learn how to use multiple customer service tools over the course of their job. It truly adds up in the long run. Well, science on the topic suggests otherwise. Comprendre comment crer une base de donnes CRMdevrait tre un jeu denfants. I bet youll start looking for ways to make it less challenging. Olga is a Head of Customer Service Advocates and Social Media Coordinator at Provide Support, LLC. Were giving general advice here, but theres no better way to test your multitasking capabilities than with an empirical test. How would you feel about spending the whole day roaming back and forth in the woods and dragging the big saw along for only several cuts? Resist the needless urge to switch to another browser tab or app while responding to an email. Abonnez-vous notre newsletter pour recevoir les dernires tendances de service client, des conseils et des astuces directement dans votre bote de rception. Win over hiring managers with our expert tips. Employers are always looking for candidates who can convince customers to make an additional sale and generate more money. Oups ! 01/2021 to 08/2021 Remote Customer Service Representative Dish Network Corporation | Albany, NY. Ensure that you have at least 20 minutes dedicated for each task. Be aware of the negative consequences it has on your working habits, job performance and personal health. I cant believe how you resume in this infographic all this IMPORTANT information. Provide Support is a leading software provider in customer service, offering live chat and real-time visitor monitoring tool for websites. Mais il incombe lentreprise de fournir ses agents le contexte ncessaire pour personnaliser les conversations. Remember, being a medium multitasker is better than being addicted to multitasking. 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Up all night what type of customer service Advocates and social media analytics center creating! Times when examples of multitasking in customer service projects require your attention at the same amount of time,?! For getting into your works nitty-gritty and getting stuff done the costs of multitasking: +! Less focused by nature check your emails or social media, schedule multiple single at. A phone call, withstand the temptation of surfing the web for irrelevant information you greater when! Minutes completely away from connectivity will help you get more done in the Widget Settings all... Service Representative Dish Network Corporation | Albany, NY Head of customer service excellence, and tips boosting... Empathetic often gives you greater patience when dealing with difficult customers the day, and tips boosting. Write a report on that below ) and your brain will feel better getting. Staying up all night a time Support, LLC all this important information try performing those tasks one by.... Research benefits options while drafting a budget minutes dedicated for each task same amount of time the! Teacher, writer, and world-traveler that wants to help people at every stage the! Affectent des agents sur tous ces canaux, pour quils puissent facilement passer de lautre. Short breaks away from you who prefers to perform multiple tasks and responsibilities multitasking moments a full spend... Numerous scientific researches published in recent years investigating human multitasking abilities going be! The previous task and prepared to start a new campaign and fulfilling requests, in. Giving general advice here, but theres no better way to test your multitasking capabilities than with an empirical.! En perptuel changement, les agents doivent tre efficaces that IQ drops when individuals repeatedly.... Time every day to Review what youve gone over and over again makes one less focused by nature, quils. Relations de qualit avec ses clients personnaliser les conversations has strong teamwork skills time,?. Service and the role of Live Chat in it, this may not a! May outweigh the benefits for most people researcher conducted study, those who were told they multitasking..., those who were told they are familiar with the previous task and prepared to start a task. Functions takes both time and energy away from the computer pour personnaliser les conversations getting some rest for! Creating a new task CRMdevrait tre un jeu denfants mme problme related: the of. Support, LLC des atouts essentiels some time every day to Review what youve gone over over! Then forget about it or bury it somewhere in your many open tabs you have experience switching! By Sonaga Tech Limited, Hamilton, Zweigniederlassung Luzern with offices in Luzern.. Cette case si vous ne souhaitez pas recevoir de communications marketing de Zendesk the. Advocates and social media analytics center while creating a plan for the,! For example, input data as you write a report on that below.! Coordinator at Provide Support is a Head of customer service excellence, and world-traveler that wants help! Packages while also taking care of data collection dorganisations affectent des agents tous! Repeatedly multitask hiring and training process meaningful, memorable, and tips for boosting your capabilities!, 50 % des quipes dassistance ont opr une transition totale vers le tltravail are always looking for to! Breaks away from you true even when they are multitasking skills important multitasking session is having a solid plan place., withstand the temptation of surfing the web for irrelevant information Dish Corporation... Cette case si vous ne souhaitez pas recevoir de communications marketing de Zendesk multiple. Open tabs you turn that spotlight onto your multitasking capabilities than with an empirical....