how to stay organized in customer service?

I wrote my own applicaiton using Microsoft Access as the database and Microsoft IIS webserver to generate ASP scripts. It is quite simple yet very powerful to build custom applications in this manner.

The system can notify you when you follow up, can generate emails to customers, etc.

I have 5 different duties at my job that I work on everyday. I contantly get interrupted with phone calls that take me away from what I was doing. Here's some of the things I found that work for me.

1) Keep the follow-up paperwork (or a note) in a specific pile on your desk. That way it is in-sight and not out-of-mind.

2) Re-evalutate the piles of to-do, follow-up, etc.; throughout the day, and rearrange according to priority.

3) Switch back and forth between follow-ups and paperwork. Do a couple of one, then switch to the other. That way you are focusing your attention equally to both duties and it makes it seem not so overwhelming.

4) And last.... Don't Stress! Stressing about the work load will actually slow you down.

For the paperwork set up a few folders like:

To be copied

To be filed

For follow-up (Within the follow-up folder you may want to have two or three other sections indexed, such as "waiting for reply" and "call back" and "mail" or "waiting for attachment")

If folders aren't thick enough to accommodate the volume use in-boxes. Always put things in the folders in chronological order. For example, decide that the newest thing goes on top and always put the newest thing on top.

You can then see how much you have in each file. If there's stuff to file or that's waiting for a reply you don't have to do that right away. If you have stuff to mail you can pick away at each thing between calls. When you take the "to be copied" stuff to copy and then return with it put each piece in whichever folder it should go.

You could keep a list of names to call back on top of the folders. Keep the folders in one stack on the desk, so that your desk will be as clean as possible. Check of each name as you call each person back.

If you can keep all your paperwork and the list of people to call back in one pile right in front of you, but it is broken down into categories that allow you to prioritize or to quickly get through some things in whatever breaks between calls you have; you can be neat, organized, and efficient. At the bottom of the pile you can put the folders that have stuff that can be done later when you have more time. In the event someone else were to become available to help (a temp, maybe?) you could just hand over the "to be copied" file or the " to be filed" file.

Maybe you could also work something out with a co-worker that one of you would do the copying, mailing or filing in the morning; while the other did that stuff in the afternoon.

Just some ideas. Most paperwork falls under the the "to be completed", "to be copied", or "hold for now" category. Maybe three folders like this would work for you. I would think, though, that in a customer service situation you would probably have to further divide the "to be completed" folder into things like "waiting for attachment" or "waiting for more information". Throughout the day you'll be moving things from one folder to another. If you get some information that will mean one thing can be moved from "waiting for information" to "to be mailed" or "calls to make" you can move the item to the right folder. Don't forget to add the name to the "to call" list before putting the item in the "to call" folder.

I've just guessed about what your needs would be as far as folders go. Obviously, you would know how to break down the process of dealing with the paperwork you get. Every complicated process can be broken down into some very simple ones. That's what you want to keep in mind as you organize things. Also, don't set up a big, complicated, "system". Keep the system as basic and simple as possible or else it won't work right.

You can do a similiar thing by setting up folders on your computer as well.

Any paper work for your follow ups at least can easily be put into tabs on reminders in your outlook.

Scan them in as text recognition into a word document then set a reminder with the persons name and no# and you'll get an alarm with all the snoozes you want when it's time to call the person.

HOPE THIS HELPS.

Use Microsoft Outlook. You can organize by contacts and add notes and attachments to each contact if necessary. You can also set up reminders in the calendar.

Most companies use Outlook for their email, might as well take full advantage of the program.

If you're willing to spend some of your own time on analysis of your workload, I think I can help you.....Let's assume you're sitting at your desk after or before the workday......what's on your desk?...first go through everything one at a time....put to one side anything that is s---.........on the other side, put anything that you may think is worth keeping....after you throw the **** away, let's go back to the other pile....do the same thing....s--- to one side...worth keeping to the other...get rid of s---.......start again

In the process, when you again start your workday, you'll better be able to separate the chaff from the wheat, or the s--- from the shine........gradually you'll become adept at knowing what to keep and what not to keep....

If you again become overwhelmed, start this process....you'll find that it will take you far less time....

I know this is a long answer, but if you think about it and you want to continue in this job, it'll be worth it.

good luck....Gerry

Make two different files : One for Followups and one for new ones. Just follow this rule Last in first out. Alternate the files do one new one then one followup

excel is great for spreadsheets if you wanted to input the paperwork. also, file cabnets are my favorite thing in the world to help get organized.

This was very helpful for me.