Masters of MomentWhat does attention have to do with productivity?
Are you, as a well-trained professional, struggling with the huge number of tasks modern customer service requests? Do you have the feeling not to get things done although you are busy the whole day?
Your first and logical assumption is most probably that you and your team lack the necessary time management to work efficiently and fulfill today’s customers’ demands to a satisfactory level.
Let us tell you something: productivity has in fact very little to do with time. To improve productivity, you should focus on attention first, not on time. Although both are of course interrelated.
How do I manage my attention in customer service when there are several customers at different touchpoints – online and offline, digital and in-store – trying to pull exactly that attention simultaneously?
For years in exactly the same situation like you are still today, Markus, the founder and CEO of mPocket, was asking himself precisely this question day by day. The answer is attention management. Attention management is the practice of controlling distractions, being present in the moment, finding flow, and maximizing concentration. It is the art of focusing on getting things done for the right reasons, in the right places and at the right moments.
In customer service that means: to realize all your customers’ requests to not only fulfil to their satisfaction, but even exceed their expectations where THEY are at THAT moment they ask.
Neither can you control how many customers contact you in a certain time frame, nor can you control how they contact you with which requests. How can you filter and prioritize what you are paying your attention to?
“The answer lies in being intentional instead of reactive. In customer service automation is the key. Here we actually benefit from the changed customer behavior and need to make as much use of it as possible. Both sides gain from automated processes: A seamless, convenient, eventful and fast shopping experience for the customer on one hand and an optimization of the work flow for the customer service specialists on the other. You and your team can focus on your most relevant task: understanding your customers’ needs and serving them the best and most human way possible instead of being distracted by other tasks. It already starts with collecting customer data. The time-consuming maintenance of a customer database is obsolete for you and your teammates. Product reservations, reminders about contract extensions or review requests can be sent automatically at the right time. Any concern of losing the personal relationship between customer service specialists and customers or irritating the customer is unsubstantiated. By implementing automation to the personal sales style of your company or by individualization to each customer, the feeling of exclusivity will be strengthened even more. Automation provides you the necessary time to fully pay attention to your customer service. To control your customer service, control what you pay attention to.” Markus Demirci, founder and CEO of mPocket.
Are you curious to learn how attention management works? How you can prioritize people, projects and single tasks that matter?
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Marketing & Communication Manager mPocket
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