1. 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)

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

5. 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

6. 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

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
Chapter 7
The World of Customer Service, 2e Odgers

8. 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

9. 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

10. 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