Summary

Chapter 10: Communication Skills 11Figure 10-1Workstation ErgonomicsTime ManagementFor time management, it is important to prioritize your activities. Make sure that you carefullyfollow your company’s business policy. The company policy may state that you musttake “down” calls first, even though they may be harder to solve. A “down” call usuallymeans that a server is not working and the entire office or company is waiting for the problemto be resolved before they can resume business.If you have to call a customer back, make sure that you do so as close to the callback timeas possible. Keep a list of callback customers, and check them off one at a time as you completethese calls. Doing this ensures that you do not forget a customer.When working with many customers, do not give your favorite customers faster or betterservice. When reviewing the call boards (as shown in Figure 10-2), do not take only theeasy calls. Do not take the call of another technician unless you have permission to do so.Stress ManagementFor stress management, take a moment to compose yourself between customer calls. Everycall should be independent of the others. Do not carry any frustrations from one call to thenext.You might have to do some physical activity to relieve stress. Stand up and take a shortwalk. Do a few simple stretch movements or squeeze a tension ball. Take a break if youcan, and try to relax. You then will be ready to answer the next customer call effectively.