You’re wondering how to be more productive at work. Makes sense. The more productive we are, the more work we can get done in a day. This is especially the case if you’re working in a call center or service center.
In this post we will look at a couple of ways how you can be more productive at work.
1. Effectivity
First we have to look at effectivity. This means how well you spend your time. How well you spend your time has to do with time management.
Unfortunately, in some industries like mentioned above, it is not possible to plan your day. If you’re working in a call center it becomes difficult to do so.
What you can do is find a certain system that works well for you. Almost like a routine you can follow with each query or customer request. Ensure that the route is applicable to most incoming queries or request so that it can be duplicated.
2. Know your Role
Make sure you know your role or your job extremely well. This will allow you to create “shortcuts” or “workarounds”. In turn you save time while helping a customer to the best of your ability.
Knowing your job / product / service really well ensures quality service output. You don’t want to do a fast job and slack on quality. This means you will retain clients and possibly get positive feedback.
If training was minimal, do your own homework outside of working hours. Heck, do extra research during your lunch hour if you have to. If you give exceptional service in record time you will be noticed within the company.
3. Listen
You can’t help a client if you don’t know how to listen attentively. Listening does not only mean you have to be able to hear what they are saying. Don’t just listen to their single question.
Learn to listen with understanding. Customers / clients will usually give an outline of their problem and then end with a question. You should learn how to listen between the lines. Listen for those extra, hidden bits of information and respond to those as well.
The same goes for reading. If your queries comes in the form of an e-mail you have to be able to understand the text and read between the lines. The same principles apply.
4. Read your Customer / Client
Reading your client’s mood is extremely important. This will allow you to respond in the correct manner.
Figure out what type of client you are dealing with. Are they a Yellow, Green, Blue or Red personality? Here are a few traits that go with each:
- Yellow: Talkative, optimistic, easy going, and needs attention.
- Green: Relaxed, patient, understanding, persistent and self-controlled.
- Blue: Distant, a perfectionist, methodical, seeks facts and may ask a lot of questions.
- Red: Aggressive, strong-willed, a problem-solver, results-oriented, wants things to be done quickly and straightforward.
To learn more of the above, please read Surrounded by Idiots by Thomas Erikson. You won’t regret it. It gives in-depth information on the 4 human behaviors and how to respond to them, which will be discussed below.
5. Know how to Respond
Knowing how to read your customer is one thing. Knowing how to respond in the correct manner is another.
You need to know how to respond in the correct way to avoid negative situations. If a Red is angry and threatens to sue, you don’t want to match their energy. You want to give them surety and try to calm them down. You have to be the one to stay composed.
For a Blue, for instance, you want to give them each step that you are taking to solve their problem. You want to give them all the necessary information that they require to assure them that you understand what you are doing.
There are lots of short courses you can take online to learn how to respond in a productive manner based on your client’s personality.
Practice Being Productive
There you have it, a few ways to help you become more productive at work. Practice each of these steps separately. You will soon find that they all work in unison.
By knowing your role and doing extra research on the type of product or service you are delivering you can find small workarounds to help save some time.
Understanding the needs of your clients through listening you are able to assist them with more than they knew they needed. This helps you keep up quality standards.
Reading your clients well will help with responding in a productive manner without further aggravating an already upset client. Even if their not upset, you don’t want to say or do something to upset them.
One Final Tip to Being More Productive at Work
Be proud of the work you are doing. Even if it’s not your dream job. Being proud of what you are doing and feeling like you are accomplishing something will make you want to work hard and put in the extra effort.
No extra effort will go unnoticed. You will gain so much more knowledge about your industry and you will learn valuable people-skills. It is something that cannot be taken away from you which can be used in your next role – hopefully your dream role.
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