How do you manage calls and customer service while handling admin tasks?

1 Set up a call system

Managing your calls and customer service requires setting up a system that works for you and your organization. Depending on your needs and preferences, you can utilize a phone system with features like voicemail, call forwarding, call waiting, and caller ID. Additionally, a call management software or app can help you track, record, and organize calls and messages. A headset or earphones can enable hands-free communication while multitasking. A calendar or planner can assist in scheduling and prioritizing calls and appointments. Lastly, a script or template can provide guidance on how to respond to common questions and requests.

2 Establish boundaries and expectations

An essential part of managing your calls and customer service is to be clear about your availability and working hours, and to set realistic goals and deadlines for tasks and projects. Additionally, it is important to be able to say no or delegate when you are overwhelmed or unable to handle a request or a problem. You should also ask for help or feedback when needed, and offer it to others when you can. Ultimately, everyone should respect each other's time and needs.

3 Prioritize and organize your calls and tasks

Prioritizing and organizing your calls and customer service tasks is a third step to manage them. To do this, create a daily or weekly to-do list that outlines your main tasks and goals, ranking them by priority. Block out time slots for your calls and tasks, and avoid distractions and interruptions during those periods. Follow the 80/20 rule, which states that 80% of your results come from 20% of your efforts, and focus on the most impactful tasks first. Additionally, use the 4 Ds method, which states that you can either do, delegate, defer, or delete a task depending on its value and relevance. Finally, review and update your list regularly, checking off your completed tasks.

4 Provide excellent customer service

A fourth step to manage your calls and customer service is to provide excellent customer service that builds trust and loyalty with your callers and customers. This means greeting them warmly and professionally, using their names whenever possible, and listening actively and empathetically to their needs and concerns. Asking open-ended questions can help you better understand their issues. It is important to solve their problems or fulfill their requests promptly and effectively, while expressing gratitude for their business and feedback. If mistakes or inconveniences occur, apologize sincerely and offer compensation or solutions if possible. Don't forget to ask for referrals or testimonials if appropriate.

5 Take care of yourself

A fifth step to manage your calls and customer service is to take care of yourself and your well-being. This includes taking regular breaks and stretching throughout the day, eating healthy and staying hydrated, getting enough sleep and rest, managing your stress and emotions, and rewarding yourself for your achievements. It is also important to seek support or counseling if necessary in order to prevent burnout. Celebrating successes can also be a great way to maintain motivation.

6 Keep learning and improving

A sixth step to manage your calls and customer service is to keep learning and improving your skills and knowledge. This means regularly seeking feedback from your callers, customers, colleagues, and managers, and applying it to your work. Additionally, you should read books, articles, blogs, podcasts, or videos that offer tips on call handling and customer service. You can also take courses, webinars, workshops, or certifications that enhance your professional development. Experimenting with new tools or strategies can also help improve your efficiency and effectiveness. Finally, benchmark yourself against industry standards and set new goals for yourself.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?