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By Jeff Toister | Monday, October 20, 2014

Is Your Job Giving You ADD? Avoid the Perils of Multitasking

2014_10_20_JobADD

Many of today’s jobs are built around multitasking.

Take call center representatives for example. According to ICMI, the average call center agent uses five software programs to serve customers. They spend their day constantly focusing and refocusing their attention from one screen to the next.

When we try to do too many things at once, productivity declines, quality suffers, and stress levels rise.

Did you know that chronic multitasking — at work or anywhere else — can lead to a disorder whose symptoms are nearly identical to attention deficit disorder or ADD?

Here’s how to keep this from happening to you—and how to recover if it already has:

By Jess Stratton | Monday, April 07, 2014

Use online chat for customer service

Use online chat for customer service

Last week on Monday Productivity Pointers, we explored writing a claim letter to report either a faulty product from, or poor experiences with a company.

This week we’re going to keep the momentum going—but instead of writing a letter, we’ll look at reasons why it may be quicker and more effective to use online chat for customer service issues, if the option is available.

By Jeff Toister | Thursday, March 27, 2014

The secret to maintaining a customer service attitude

Maintaining a customer service attitude

Customer service professionals are expected to have a positive and friendly attitude at all times—but maintaining such an attitude isn’t always easy. Upset customers, challenging problems, or even fatigue can make it hard to keep smiling.

Attitude anchors are techniques you can use to help position your customer service attitude in a positive place, or even to repair a bad attitude when you’re feeling down. There are two kinds of attitude anchors: maintenance anchors and repair anchors.

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