101 Ways to Improve Customer Service: Training, Tools, Tips, and Techniques

Chapter 51. Tackling Time Wasters: Time Management

Time wasters in the form of interruptions and distractions are an inherent part of working with others. Good time management requires effective teamwork so that we use our own time well while helping others use theirs to advantage. Invest some energy in analyzing how your time is used interacting with others and in discussing how to create time management solutions that benefit everyone.

Handle Interruptions

• Analyze the interruptions.

  • Note repeated instances as to who is involved, when the interruptions occur, how long they last, and what they are about.

  • Look for patterns among the interruptions and try to be proactive in solving the problem.

• Keep the interruption brief.

  • Work during hours of normal break time for others.

  • Gently encourage visitors to get to the point quickly.

  • Stand up, inquire as to the reason for the visit, and remain standing while you talk.

  • Go to other people’s offices when they need to see you.

• Cluster things together.

  • Use notebook, file folder, or tray to bunch various items for a single discussion.

  • Schedule regular meetings with key people to address routine matters.

  • Encourage others to set appointments with you rather than drop by.

• Tame the telephone.

  • Plan your calls before you dial by asking yourself the following questions: Why am I calling? What do I want to say? How much time will I need for the call?

  • Be concise, give complete information, and avoid small talk.

  • Arrange telephone appointments to avoid “phone tag.”

  • Consider ...