Join Jeff Toister for an in-depth discussion in this video Understanding the consequences of multitasking, part of Innovative Customer Service Techniques.
- Nearly every customer service job…involves some degree of multitasking.…This video explores how multitasking…can easily cause poor customer service.…Let's start with a brief demonstration of what happens…when we try to multitask.…I'm going to show you a list of colors on the screen.…When they appear, I'd like you to read them out loud.…Now, I'm going to put up a new list of colors.…Once again, I'd like you to read…the names of the colors out loud.…
You may have noticed just a little twinge…in your brain on that one.…That was your brain sending you a signal that said,…"Hey, the word green isn't green.…"These colors are all wrong."…We're going to do one more round.…This time, I want you to ignore the word and say out loud…the name of the color the word is printed in.…Ready?…Okay, I bet that last one was a lot harder…than the first two.…For most of us, we have to simultaneously…block out the printed word and consciously identify…the color the word is printed in.…
The problem is we only have the ability…to focus our conscious attention on one thing at a time.…
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- Identifying the most important customer need
- Making wait time more bearable
- Improving your power of observation
- Avoiding directed attention fatigue
- Increasing teamwork