Continuing my response to the reader who requested advice for those who were on the “front lines” and didn’t have a project-driven day (see the original crisis management post), I’m going to address customer-driven jobs.

If you were hired to answer telephones, such as in a call center, then obviously you cannot decide that you get an hour of uninterrupted time each day to focus on other activities, because the telephone is your job. However in many customer-driven situations, there are several people working in the same area, and they usually also have paperwork and other tasks to perform in addition to direct contact with customers.

When I worked with the multiple branches of a credit union, we determined that it would be beneficial for each of the tellers to have a 20-minute session where they moved back from the teller window and dealt with their money drawer and receipts. They took turns stepping back during the day, so that only one teller was away from the window at a time. This was much more efficient and accurate because they could get the work done quickly when they didn’t have to stop and work with another customer. It also precluded the typical, “Now where was I…” scenario and having to start over again.

With a front desk position, the receptionist is often given projects to do during breaks in answering the telephone and greeting visitors. However it can sometimes be difficult to get that done with the start-and-stop situation. In a property management company with which I worked, because there was a part-time person that helped at the front desk, the main person took an hour break to focus on the other work. Again, it gets things done much faster when you can concentrate.

When you are on your own and the only thing you do each day is to deal directly with customers, who may be cranky or demanding, it can be tough to maintain a positive outlook. Yet if you let their attitude affect you, it drags down your day and transfers over to the next customers. Good company training in all areas and your own personality will be the key to handling problems and diverting crises.