Conseils pour fournir des rponses rapides: Les quipes dassistance les plus performantes ne craignent pas les rclamations des clients. When you are less focused on a single task, you tend to make mistakes and not be careful. Les entreprises internationales doivent aussi rpondre des clients qui parlent des langues diffrentes. Can you do it without your cell phone? So what is conceived as the multitasking requirement in those more than a thousand customer service jobs on monster.com? Pour cela, il doit possder de solides comptences relationnelles et faire preuve dintelligence motionnelle. Today we cannot deny that multitasking has become an inevitable fact of any customer care agents workflow. Here are examples of the soft and hard skills receptionists typically have: Written and verbal communication skills Customer service Multitasking and prioritizing Dependability Familiarity with Microsoft Office Problem-solving Ability to work under pressure Attention to detail Adaptability Professional phone etiquette Monday to Friday, 8AM 12AM (Midnight) and Saturdays and Sundays, 10AM 6PM EDT (866) 215-9048. Risk of burnout. Multitasking is generally looked at negatively by experts, though. En priode de ralentissement conomique, il est possible de prendre certaines mesures pour maintenir, voire dvelopper, votre clientle existante. Multitasking hampers satisfaction and happiness. Heres an example of how to demonstrate stress management skills on your resume: Kept my team composed and efficient during tourist season, maintaining a 100% customer satisfaction rate according to post-tour surveys. Whether it is by world-renowned entrepreneurs or local teachers, the ability to multitask is highly valued. 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 Multitasking Examples List of 15 multitasking examples Responding to emails while listening to the television. In general, if someone is skilled in switching tasks and less interested in focusing, they could be a multitasker. Whether a customer is having a bad day and takes it out on you or just has a bunch of tedious questions, you need to have the patience to help people without losing your cool. Les clients sattendent ce que les agents connaissent bien les produits, les offres de service et les politiques de lentreprise. Now that you are conscious of the fact that switching tasks incredibly hurts your productivity, call a spade a spade. Watching airplanes while directing others. Combine multiple similar tasks for a maximum period of time. Les quipes dassistance doivent aller la rencontre de leurs clients l o ils se trouvent: sur les canaux de messagerie. Some researchers disagree with this statement, however, showing the data in the topic is not fully conclusive. The agent also possesses excellent listening and communication skills since support interactions with customers involve high levels of patience, coherence, and concision. Les agents agiles sadaptent aux changements. In reality, the human brain is incapable of multitasking and instead, tends to rapidly shift between tasks. Sil y a une chose que la pandmie nous a apprise, cest que lempathie est une comptence indispensable pour les agents dassistance. Par exemple, lquipe CX de Postmates collabore avec les quipes produit et analyses pour sassurer que les commentaires clients sont pris en compte pour les dcisions produit. If you would like to share this inforgraphic with your readers, please use the below code: Provide Support is a leadingcustomer servicesoftware provider, offering live chat and real-time visitor monitoring tool for businesses. Cooks are often working on several different food orders at once as they man the griddle. This candidate starts their bullet point by not only stating that they worked with a team, but also going into detail about what they managed to accomplish with that team. Dont add finding your to-do list to your many possible distractions. You are right, Alphonce. Inscrivez-vous notre newsletter et lisez-la votre propre rythme. Les responsables des quipes dassistance peuvent offrir une formation sur lempathie, mais il peut tre aussi judicieux dembaucher des agents dj aptes se mettre la place dun client mcontent et faire preuve de comprhension son gard. Stress Management. Customers often have unexpected requests, and new problems pop up all the time. Beaucoup dorganisations affectent des agents sur tous ces canaux, pour quils puissent facilement passer de lun lautre selon les attentes des clients. Between dealing with angry customers and fulfilling requests, working in customer service can get stressful. Multitasking Examples. Then, try performing those tasks one at a time. Ils ne sont dailleurs pas conus cet effet. (Je peux me dsabonner tout moment.). The article was originally published on Provide Support Customer Service Blog. Take a deep breath, stretch and step away from your desk every once in a while. You can update your choices at any time in your settings. In the workplace, many feel the urge to multitask because of their coworkers. By nature, customer service sometimes involves interacting with people from all over the world. They care more about finishing a task they start before moving on to the next task. There are likely many distractions in your environment. It truly adds up in the long run. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. However, earning promotions and building a career in this line of work requires a well-developed set of customer service skills. 10 Tips to Boost Your Multitasking Ability. Providing hard numbers to quantify the impact you had is one of the best ways to show employers how good you are at closing sales. When multitasking, its important to do similar tasks together to avoid making any mistakes. As a result, we feel mentally and physically exhausted. To get a full recovery spend a few minutes completely away from the computer. 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. Since the research was done without prompting, this example also shows initiative and reinforces how this applicant is a capable employee. Les clients se sont massivement tourns vers Internet, et le service client joue un rle plus important que jamais. Looking to enhance your professional life? Prs de la moiti des clients souhaitent changer avec un agent dassistance qui fait preuve dempathie. Will AI Take Humans out of Customer Service in The Near Future? Not only that, but being able to communicate in a polite, sympathetic way helps put people at ease and ensures that even the most difficult customers leave satisfied. How To Write A Conclusion For A Research Paper. A good customer support agent has a thorough understanding and technical know-how of the company's product and service portfolio. If, for example, you find yourself checking your phone while you're talking, working, or even watching TV, it's a good indication that you're in multitasking mode. Now that you are conscious of the fact that switching tasks incredibly hurts your productivity, call a spade a spade. Yes! Even adults experience the multicasts of multitasking. The necessary time for switching tasks seems to outweigh any efficiency benefits of multitasking. What makes a great customer service employee, however, is their ability to upsell, or get customers to buy something extra or more expensive. There has been numerous scientific researches published in recent years investigating human multitasking abilities. In others, though, it may show you are not a focused or organized individual. You can ensure you follow through with the 20-minute rule by starting a timer. 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. To make your breaks as regenerative as possible, get away from screens entirely. Indeed, in todays information-saturated world multitasking is a widespread phenomenon. Try bundling some tasks together into multitasking sessions, and record how long it takes to get everything done. La capacit dadaptation, les aptitudes digitales et la gestion du temps sont des atouts essentiels. Appoint a decision maker 6. Attempting to multitask can result in more errors thats why texting and driving is a big no-no. 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. However, it requires the ability to juggle and prioritize tasks while warding off distractions and low-priority issues. Thats the commonly-held definition, anyway. The examples of multitasking are varied. You might even wonder whats so special about it nowadays with the hectic pace of our daily lives, many of us get used to something like this. Its best to have a loose schedule for your breaks. Kind of its more of time-sharing and rapidly-shifting attention. This is related to the above tips, but incorporating organization into all facets of your work will create the foundation on which multitasking can succeed. Whether you do it consciously or without thinking, chances are that youve multitasked before in your life. Example: Managed four phone lines and in-person customer service in a busy lobby, reducing wait times by 27%. While handling a live chat conversation, avoid responding to email messages or checking your company Facebook or Tweeter pages. Will AI Take Humans out of Customer Service in The Near Future? 2. Multitasking sessions require 100% of your focus. Short on time or simply dont like writing? Schedule time each day to focus on the most important tasks you have. Luckily, companies are composed of more than one individual. Your short-term memory has its limits, so be a friend to yourself and plan your multitasking sessions to accommodate that fact. Les agents doivent pouvoir communiquer clairement, faire preuve de franchise avec un client sil nexiste pas de solution son problme et savoir adopter le ton appropri avec les clients difficiles. Serving drinks and presenting checks as a server. The psychological research on multitasking may seem counterintuitive at times. We have become to use to the idea that we can always push the process onto someone else to finish on a shorter timeframe. 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. 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