Chapter 7 Problem-Solving, Time and Stress Management Skills

1. Chapter 7Problem-Solving, Time and Stress Management Skills Objectives • Describe the steps involved in solving customer problems • Identify techniques to better manage time • Discuss the importance of stress management • Argue the difference between positive and negative stress The World of Customer Service, 2e Odgers

2. Practicing Problem-Solving Skills Problem solving with customers is a process that involves four steps: • Determine whether the situation is a disagreement or a true conflict of interest. • Analyze your interests and the customer’s interests. • Brainstorm solutions and generate ideas together. • If step 3 doesn’t resolve the situation, make some mutual low-priority concessions. The World of Customer Service, 2e Odgers

3. Practicing Problem-Solving Skills • The price of service goes up when complaints are passed on to the next level in the organization. • Accessibility, ownership, explanation of policies, and follow-through promote effective problem solving in the most efficient manner. The World of Customer Service, 2e Odgers

4. Improving Time-Management Skills • While organizing your time, ask yourself: • What do I want or need to do that I am currently not doing? • What do I want or need to complete that has not yet been completed? • What do I want or need to start that has not yet been started? • What do I want or need to say that I am not saying? The World of Customer Service, 2e Odgers

5. Time-Management Tips • Know your purpose • Keep your time in perspective • Plan ahead • Set your priorities • Break a project into smaller pieces • Pace yourself The World of Customer Service, 2e Odgers

6. Procrastination andTime Management • Procrastination is the act of putting something off and comes in several forms: • Not wanting to do the task • Interrupting yourself • Making the project too big • Convincing yourself of defeat • Rationalizing it away • Feeding poor self-esteem The World of Customer Service, 2e Odgers

7. Organizational Skills • Some activities to use as a matter of routine • Prepare a monthly schedule • Prepare a file folder for each item on your schedule • Rely on technology • Organize your work area • Manage your communications The World of Customer Service, 2e Odgers

8. Understanding Stress • When unregulated, uncontrolled, or ignored, stress can be harmful to your health and well-being. • Conversely, too little stress can lead to apathy, fatigue, and illness. • The key is to find and maintain a personal balance that works for you at each state of your life. The World of Customer Service, 2e Odgers

9. Causes of Stress Lack of control Lack of confidence or self-esteem To reduce stress Don’t worry Set goals Finish unfinished business Resolve conflicts Stress: Causes and Ways to Reduce The World of Customer Service, 2e Odgers

10. Managing Stress • Pay attention to yourself • Don’t try to control everything • Alter your lifestyle • Change your thinking • Create an outlet The World of Customer Service, 2e Odgers