From the course: Innovative Customer Service Techniques
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Understanding the consequences of multitasking
From the course: Innovative Customer Service Techniques
Understanding the consequences of multitasking
- Nearly every customer service job involves some degree of multitasking. This video explores how multitasking can easily cost 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…
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