Chapter 7 Problem-Solving, Time and Stress Management Skills 4/23/2018 Chapter 7 Problem-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 Chapter 7 The World of Customer Service, 2e Odgers WOCS-2 (Odgers)

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. Chapter 7 The World of Customer Service, 2e Odgers

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. Chapter 7 The World of Customer Service, 2e Odgers

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? Chapter 7 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers Time-Management Tips Know your purpose Keep your time in perspective Plan ahead Set your priorities Break a project into smaller pieces Pace yourself Chapter 7 The World of Customer Service, 2e Odgers

Procrastination and Time 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 Chapter 7 The World of Customer Service, 2e Odgers

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 Chapter 7 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers 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. Chapter 7 The World of Customer Service, 2e Odgers

Stress: Causes and Ways to Reduce 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 Chapter 7 The World of Customer Service, 2e Odgers

The World of Customer Service, 2e Odgers Managing Stress Pay attention to yourself Don’t try to control everything Alter your lifestyle Change your thinking Create an outlet Chapter 7 The World of Customer Service, 2e Odgers