What do you do if you need to juggle multiple tasks and prioritize in a customer experience interview?

#1 - Don't have multiple tasks when conducting a CX interview. Your partial attention (because you're distracted) is going to be evident. Why are you organizing your inbox when speaking to a customer?? Do you like speaking to someone who -- wait, squirrel!

Escalation to a higher authority or someone with better technical understanding needs to be considered as well. An immediate response is needed, but situations can deteriorate if the rapid response doesn't include the right person with the knowledge to put out the fire.

Assessing and prioritizing tasks is critical for customer service. In my experience, a company will always see a prioritization of the customer favorably. Resolving an issue should always take precedence over administrative tasks.

When I needed to juggle multiple tasks and prioritize during a customer experience interview, setting clear priorities was crucial. I started by identifying the most critical tasks that would have the biggest impact on customer satisfaction and business outcomes. I then allocated my time and resources accordingly, ensuring that these priorities were addressed first. This method helped me stay focused and efficient, allowing me to handle multiple responsibilities without compromising on the quality of work or customer service.

Create an agenda with topics listed out by priority. It is important to include time for any additional questions in the end.

This step should have been carried out prior to any CX interviews happening. You can't fix all CX matters at once. So - in setting the priorities, you start focusing on the customer-related tasks associated with a priority, e.g. 'getting customer support'. THEN - assess those associated tasks.

One thing I have found useful is to prioritize the highest priority and work on all projects in a fashion where you can meet all deadlines

In my experience, asking for clarification is key. Clarifying questions are critical in prioritization. Once you have clarified what needs to be high priority, you can then move onto what services others, and then what is needed for you. Deliverables should always be prioritized, and responses to others are critical.

Tools are also useful in recording and sharing information so other departments can track and prevent the situations that caused the cs breakdown.

In my experience, asking for help is a sign of strength when used in moderation. You always want to retain a manageable workload, and retain critical tasks, but delegating smaller tasks can show you know your limits

Discuss as a team (without playing the embarrassing blame game). Don't silo the experience, that doesn't help the company prevent future customer service failures or repeat Customer service successes.