Thoughts 16-Oct-2023

by on

Don't waste my day.


Define being effective at work. According to Chat GPT (my ratings between parenthesis): 

    Master Your Technical Skills (ongoing):
        Develop a deep understanding of the products or services you are supporting.
        Keep up-to-date with the latest technology trends and updates in your field.
        Build a solid knowledge base to quickly troubleshoot and resolve common issues.

    Active Listening (competent):
        Pay close attention to the customer's description of the problem.
        Ask clarifying questions to gather all the necessary information.
        Show empathy and understanding toward their frustration or concerns.

    Clear Communication (competent):
        Explain technical concepts in a simple, jargon-free manner.
        Provide step-by-step instructions and use visuals if necessary.
        Keep the customer informed about the progress and expected resolution times.

    Patience (challenged):
        Understand that not all customers will have the same level of technical expertise.
        Be patient and tolerant of their questions and concerns.

    Problem-Solving Skills (competent):
        Analyze and diagnose issues systematically.
        Use logical thinking and troubleshooting techniques to identify root causes.
        Develop solutions based on your knowledge and expertise.

    Documentation (competent):
        Maintain comprehensive records of each customer interaction.
        Document the problem, solution, and any follow-up actions.
        This helps in case the same issue reoccurs and for training purposes.

    Time Management (challenged):
        Prioritize tasks effectively, especially when dealing with multiple customers simultaneously.
        Balance the need for thorough support with timeliness.

    Adaptability (challenged, affects patience):
        Be ready to handle a wide range of technical issues and customer personalities.
        Continuously adapt to changes in technology and company policies.

    Teamwork (competent, but should try to escalate earlier):
        Collaborate with colleagues and share knowledge.
        If you encounter a problem you can't solve, don't hesitate to seek assistance from a more experienced team member.

    Customer-Focused Approach (challenged, affected by time management):
        Treat each customer with respect and prioritize their satisfaction.
        Go the extra mile to ensure their issues are resolved, and they are left with a positive experience.

    Continuous Learning (ongoing):
        Stay updated on new technologies and industry best practices.
        Attend training sessions, workshops, and courses to enhance your skills.

    Feedback Integration (competent):
        Be open to constructive feedback from both customers and supervisors.
        Use feedback to improve your skills and the support process.

    Remote Support Tools (competent):
        Familiarize yourself with remote support tools and software.
        Be proficient in guiding customers through remote troubleshooting.

    Data Security and Privacy (competent):
        Handle customer data with care and ensure it's not compromised.
        Comply with data protection laws and company policies.

    Conflict Resolution (competent):
        Deal with difficult or irate customers calmly and professionally.
        Find solutions that are in line with company policies and the customer's needs.

    Positive Attitude (challenged):
        Maintain a positive and enthusiastic attitude towards your work.
        A positive attitude can help defuse tense situations and improve the customer's experience.

    Self-Care (challenged):
        Take care of your well-being to prevent burnout.
        Maintain a healthy work-life balance.

Dimensions where I feel challenged, rated:

  1. Time-management
  2. Adaptability
    1. biggest hurdle is the mental effort doing the switch between customer realities and system modules. find a way to mitigate the effort required when switching
       
  3. Customer-focused Approach 
    1. I believe this will improve once the two points above also improve. It's hard to be kind under pressure.
  4. Patience
    1. can I find a meditation that would help me reset my patience?
       
  5. Self-Care
    1. more gym, more reading, more socialising, less gaming.
       
  6. Positive Attitude
    1. vent more regularly, with the wife, colleagues or with friends.
       

How can I improve on each of the above six dimensions?

I feel so stuck with working certain issues, I need to accumulate a lot of guilt and shame to get started. Or I can try to build momentum separately and tackle the issue directly. I can try prioritising by ability to chain momentum.