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There are some who say that multi-tasking is a misnomer in that the brain can only concentrate on one specific thing at a time. Lexprience peut rapidement tourner court sil ne se sent pas compris.Jonathan Brummel, Responsable Senior, Assistance Premier, Zendesk. Well show you how to create your own. Understand which items are most distracting to you. To see if multitasking is a good skill to add to a resume, look at the job description. Basic templates are perfect for job seekers looking to send out applications fast. Tasks that dont require much thought are a good option when practicing. Our guides cover formatting, writing, and more. Les chiffres parlent deux-mmes: les meilleures quipes dassistance de taille moyenne et au-del sont 37% plus susceptibles davoir adopt des fonctionnalits qui permettent aux agents de contribuer la connaissance. But social media, your phone, and random interruptions from coworkers are distractions for just about everyone. How would you feel about spending the whole day roaming back and forth in the woods and dragging the big saw along for only several cuts? Since multitasking is all about completing as much as you can at the same time, its easy to see that the risk of burnout goes way up when you multitask regularly. Combine multiple similar tasks for a maximum period of time. Writing skills. Keep calm and carry on. Goal shifting allows you to prioritize certain tasks and rule activation helps you adjust your rules to the task you are currently performing. Being able to keep your cool and maintain excellent service despite high-pressure situations is a great customer service skill to have, and is key to success in most workplaces. Quelles sont les comptences en messagerie requises pour un service client de qualit? In some roles, multitasking could be a desirable trait. Yes, you can do it. Thank you for making it to the bottom! Make no mistake: checking your personal emails, Facebook and Twitter wont do as a rest. Highlight your most notable publications and research with one of our research-focused CVs. Being able to stay cordial, even in the face of intense customer displeasure shows that this applicant is very patient, and able to keep their composure during frustrating situations. Nothing gets your full attention. However, it requires the ability to juggle and prioritize tasks while warding off distractions and low-priority issues. Demonstrating a strong understanding of your companys products and how to use them is the best way to instill confidence in customers, and make them believe that your advice and solutions are reliable. For example, perhaps it is more efficient for you to multitask a set of related tasks as a team member multitasks a different set of related tasks, rather than each of you performing unrelated tasks successively. For the other 98 percent, multitasking is just a bad habit which kills productivity and may even damage your brain. Responding to emails while listening to the television. Heavy multitasking increases the odds of car crashes, reduces reaction time, and generally makes adults more prone to making errors. Check out our professional templates. Therefore, it is generally a negative trait. Booking meetings while getting ready for the day. Even a prepared task switch where one task is already an established habit is more challenging than performing a completely new task multiple times. The lack of focus could also lead people to neglect their physical health. Please select the Tab Content in the Widget Settings. Les quipes dassistance peuvent recueillir des commentaires grce des outils tels que les scores de satisfaction client, le forum communautaire de lentreprise et des outils denqute comme SurveyMonkey. Les responsables des quipes dassistance peuvent offrir une formation sur lempathie, mais il peut tre aussi judicieux dembaucher des agents dj aptes se mettre la place dun client mcontent et faire preuve de comprhension son gard. Switching tasks also ensure one cannot use autopilot, which could be a benefit or a con depending on the circumstance. 6. This is not true of solely students, though. Make your hiring and training process meaningful, memorable, and personal 4. Review your customer personas together 5. 2003 - 2023 Provide Support LLC. It is really shocking as we all know that multitasking causes drops in productivity and increases the number of errors made by customer service reps. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. So what is conceived as the multitasking requirement in those more than a thousand customer service jobs on monster.com? Cut distractions. To make your breaks as regenerative as possible, get away from screens entirely. Like previously mentioned, there is a strong relationship between the urge to multitask and distractions. Make customer information available to everyone 7. What Is a Subject Matter Expert and What Do They Do? Head of Customer Service Advocates and Social Media Coordinator, Customer service metrics worth your attention, Best tools for the effective remote teamwork, Customer Service Cheat Sheet for Live Chat Operators with Examples of Responses, 5 Ways to Create Magic Customer Service Moments, Top 10 Customer Service KPIs: How to Evaluate Your Live Chat Team Performance, The Power of Positive Thinking in Customer Service, Brands Ignoring Consumers on Social Media Are in Trouble (Infographic), 5 Reasons your Customer Service isnt Human Enough, 3 Reasons You Need to Have a Reliable Communication Channel for Your Customers and Employees, Customer Service Cheat Sheet for Live Chat Operators, 10 Skills for Being Awesome at Customer Service, The Future of Customer Experience: Top 10 Trends for 2018 and Beyond (Infographic). When youre rapidly cycling between multiple tasks, theres no way to give each task the attention its due. This candidate starts their bullet point by not only stating that they worked with a team, but also going into detail about what they managed to accomplish with that team. Walk around outside or have a snack. For instance, research done by Dr. Robert Rogers and Dr. Stephen Monsell found that people are significantly better at performing the same task multiple times when compared to switching tasks. 3. Keep calm and carry on. Write it out and keep it somewhere prominent where you dont have to go out of your way to look at it. Au contraire, les commentaires des clients leur permettent de samliorer. Or, the individual could simply be overwhelmed by multitasking. Resist the needless urge to switch to another browser tab or app while responding to an email. The big issues with multitasking that we summed up above often stem from the fact that the brain cannot process wildly different pieces of information or tasks simultaneously. The idea that working in multiple tasks at once increases productivity has been proven false. Par exemple, avec un accs en temps rel et lhistorique des informations sur tous les canaux, les responsables des services dassistance peuvent effectuer des modifications immdiates selon les besoins des clients, et comprendre les tendances de lengagement client au fil du temps. But thats just me. Write out what you have to do, then rank each task based on importance and urgency. We can only process one conscious thought at a time. Examples of phrases that demonstrate multitasking skills: Manages multiple projects effectively Meets multiple daily deadlines Prioritizes and organizes tasks Handles distractions well Great focus and attention to detail Adaptable to new responsibilities These skills explain your multitasking abilities and give employers more details about you. Get aligned on your core beliefs and values 3. While on a phone call, withstand the temptation of surfing the web for irrelevant information. Les agents changent directement avec vos clients. Les clients se sont massivement tourns vers Internet, et le service client joue un rle plus important que jamais. Doing yoga and deep breathing are two examples of ways to incorporate mindfulness into your routine. Running or exercising while reviewing the days successes and losses. Your short-term memory has its limits, so be a friend to yourself and plan your multitasking sessions to accommodate that fact. Pour cela, les entreprises doivent investir dans des technologies qui sajustent facilement aux besoins des clients, comme un logiciel qui permet une quipe dactiver ou dsactiver des canaux dassistance et qui peut sintgrer la technologie existante de lorganisation. It is the planning center of the brain most involved with executive functions. All of us have been in the situation when while composing an email we have to answer a phone call or accept a live chat request. Examples of Multitasking at Work Consider the following everyday situations in which you multitask: Signing for a package while greeting a customer Responding to emails while talking on the phone Writing a report while inputting data from the report Troubleshooting and writing code simultaneously Although counterintuitive, the data shows that the greatest impairment from multitasking is a reduction in productivity. Theres a reason we have to sleep every night your mind and body need downtime to recharge and get back to 100%. Thank you, Karina. Think of how you, handling multiple tasks, look like from a customers perspective (even when they cant physically see you) probably, youll find yourself feeling ignored or neglected. Les entreprises internationales doivent aussi rpondre des clients qui parlent des langues diffrentes. 5. Prs dun tiers des clients ont choisi le messaging pour contacter une entreprise pour la premire fois en2020, et 74% ont lintention de continuer. Les meilleures quipes dassistance cherchent constamment samliorer et sappuient sur les donnes pour ouvrir de nouvelles voies. The costs of multitasking may outweigh the benefits for most people. Please leave your advice and insights in the comments below. Les entreprises devraient galement laisser leurs agents la libert de droger certaines politiques dans des situations qui ncessitent de lempathie. Answering phone calls and emails simultaneously. Multitasking means prioritising and organising your work to balance multiple tasks simultaneously. These mistakes are most clearly evident in the educational setting. The key to reduce stress and increase efficiency is to work through your tasks one by one. Tracking packages while also taking care of the paperwork. Yet, some view this simple act as a productivity killer. Being able to communicate comfortably with people in their native language is a great way to win customers over and improve your business reputation. Here's a list of specific customer services skills to put on a resume: Attention to Detail Active Listening Skills Improving Customer Experience Building Customer Loyalty Positive Attitude Bilingual Customer Support Time Management Interpersonal Skills Complaint Resolution Communication Patience Problem Solving Organizational Skills Will AI Take Humans out of Customer Service in The Near Future? These multitaskers are also more likely to get distracted and are typically less organized. Veuillez recharger la page et ressayer, ou contactez Zendesk pour obtenir de laide. No matter what kind of customer service options your company provides, your team faces the multitasking challenge on a daily basis and nothing can be done to prevent this. There are likely many distractions in your environment. When you are used to a task, you can use your autopilot to decrease your cognitive stress. la question: Quest-ce qui est le plus important lorsque vous demandez une entreprise de rsoudre un problme?, 73% des clients rpondent une rsolution rapide, et 59% des rponses rapides. 89% of customers say "speed of resolution" is the most important aspect of the customer support experience. Risk of burnout. This example explains exactly what the candidate upsold, and goes on to quantify the estimated impact their upselling skills had on sales (in dollars). Approfondissez vos relations avec les clients en offrant une CX fluide et personnalise sur tous les canaux. Par HannahWren, Responsable adjointe, marketing de contenu. Mais sans les outils adquats, cela peut savrer compliqu. Multitasking on a Resume. For instance, to successfully handle multiple conversations in Live Chat you can come up with some useful canned phrases to save your time while asking customers permission to put them on hold or give you a moment to describe a solution. When done well, multitasking can be a real asset in your professional life. Lack of priorities. And when we try to do more, our thoughts are flipping back and forth between the tasks, and in fact, this can reduce our performance level to that of a drunk or high on marijuana slowing down reaction time, increasing errors and requiring extra effort to concentrate. En priode de ralentissement conomique, il est possible de prendre certaines mesures pour maintenir, voire dvelopper, votre clientle existante. Heres an example of how to showcase your great time management skills on your resume: Handle 90+ calls daily, with duties including signing up new customers, retrieving customer data, presenting relevant product information, and canceling services. Les interactions avec les bots dassistance ont bondi de 81% en2020. Les clients doivent pouvoir joindre facilement le service dassistance. Signing for a delivery while helping a customer. For instance, to successfully handle multiple conversations in Live Chat you can come up with some useful canned phrases to save your time while asking customers permission to put them on hold or give you a moment to describe a solution. While handling a live chat conversation, avoid responding to email messages or checking your company Facebook or Tweeter pages. Beaucoup dorganisations affectent des agents sur tous ces canaux, pour quils puissent facilement passer de lun lautre selon les attentes des clients. Heres a sample that shows how to highlight adaptability on your resume: Learned how to use Kayako and Zendesk customer service software, as well as Parcel Audit to track shipments and report on movement. Short breaks away from connectivity will help you get through the day, and your brain will feel better after getting some rest. If multitasking is mentioned as a requirement, then add it. Remember, being a medium multitasker is better than being addicted to multitasking. Now that you are conscious of the fact that switching tasks incredibly hurts your productivity, call a spade a spade. Customers are unlikely to give you a high satisfaction rating if they werent treated well, even if their questions were ultimately answered, so its an effective detail to include on your resume. This depends on what you are looking for in a career or relationship. Since the research was done without prompting, this example also shows initiative and reinforces how this applicant is a capable employee. At the very least, move away from the environment where the distractions are. Never miss an opportunity thats right for you. You will see the benefits of not multitasking and understand when you have the urge to multitask. Recognize and accept your limits. Hustle culture is one reason multitasking has become so standard. You cannot group or prioritising or planning because how little control you have about your job, schedule, and work environment. Conseils pour fournir des rponses rapides: Les quipes dassistance les plus performantes ne craignent pas les rclamations des clients. When expanded it provides a list of search options that will switch the search inputs to match the current selection. Lets examine some significant issues with multitasking: The brain cant do it. Then, also consider doing the following things. Instead, were rapidly shifting between tasks in imperceptible amounts of time, leading us to believe that the two (or more) tasks are happening simultaneously. Whenever you find yourself in a situation that puts a great deal of pressure related to multitasking, consider it as a valuable lesson and think about what you can do differently next time to get a better result. Applying for an academic role or have substantial teaching experience to list on your CV? En fait, 40% des managers de service dassistance nont pas doutils adapts pour mesurer le succs des quipes en tltravail. You might even wonder whats so special about it nowadays with the hectic pace of our daily lives, many of us get used to something like this. You will be less inclined to multitask, more organized, and more focused. How To Write A Conclusion For A Research Paper. In reality, the human brain is incapable of multitasking and instead, tends to rapidly shift between tasks. She is a writer and blogger on customer service innovation, customer service excellence and customer support technology. Also, schedule multiple single tasks at a single time. However, the inefficiency of this method hinders you most in the workplace. Thats why being able to speak more than one language is a key skill in customer service, especially if you work for a business that gets a lot of international customers, such as high-end fashion. This is a simple way to demonstrate that youre capable of quickly developing strong product knowledge. Afin de fournir cette exprience unifie sur tous les canaux, les quipes dassistance ont besoin dun espace de travail unique qui runit les canaux et le contexte du client. Its important to know your limits to multitasking and dont push yourself to a burnout. Professional templates for applicants in formal industries. Par son caractre asynchrone, il offre galement davantage de flexibilit: les clients obtiennent de laide tout en vaquant leurs occupations, et les agents ont la possibilit daider plusieurs clients la fois. Lune des missions les plus importantes dun agent est de tisser des relations de qualit avec ses clients. When multitasking, its important to do similar tasks together to avoid making any mistakes. The ability to communicate clearly when working with customers is a key skill because miscommunications can result in disappointment and frustration. Prioritizing emails to respond to in a customer service setting. Si 75% des clients attendent des expriences personnalises, moins de la moiti des agents ont accs au contexte qui leur permet doffrir une meilleure assistance. Cover letters don't have to be dry. Will AI Take Humans out of Customer Service in The Near Future? Yes! Multitasking is very crucial in customerservice only you have to priotize whats urgent and the least urgent. Be aware of whats distracting and what isnt for you. Share the load. All rights reserved. Clean designated work area. Otherwise, youll likely lose more time than you save. Well, science on the topic suggests otherwise. Provide Support is a leading software provider in customer service, offering live chat and real-time visitor monitoring tool for websites. Looking to enhance your professional life? In the long run, this review time will also make you a better multitasker, because your plans and prioritizations will continue to improve when you take the time to check in each day. Matthew Zane is the lead editor of Zippia's How To Get A Job Guides. Zappos a autoris ses agents prolonger leurs conversations tlphoniques au-del de la dure moyenne afin doffrir une assistance motionnelle leurs clients durant la pandmie. 7. We also offer insurance benefits, incentive compensation, and a 401k. Un logiciel dassistance facile configurer et matriser est essentiel pour offrir un service client de qualit et aider les quipes briller dans leur mission. Be aware of the negative consequences it has on your working habits, job performance and personal health. When you do not focus on a single task, the negative effects will quickly add up. Time management is a good skill to look for when hiring a support rep. Make decision based on policies and past precedents, seeking guidance when necessary. Developing these skills on the job shows that theyre adaptable and unafraid to pick up new expertise when necessary, both highly valued traits in customer service agents. Heureusement, les agents nont pas besoin dtre polyglottes pour y parvenir: avec des outils de traduction bass sur lIA comme Unbabel, les quipes peuvent aider leurs clients dans nimporte quelle langue. Work History. Chronic multitaskers often have trouble doing something for too long, so 20 minutes is a good staring point. Still, many employees already deal with juggling multiple tasks every day. What are your best multitasking tips? Some potential switch costs include working slower, being less efficient, and not being fully present when performing a task. Les agents doivent possder les comptences ncessaires pour russir dans ce nouveau mode de travail appel sinstaller sur le long terme. Studies found that a task switch costs time and energy from individuals, making them less efficient and less accurate when responding. Our attention is drawn to another task and our initial task and the chain of thoughts are interrupted. When more than three hundred students at the University of Utah were asked to rate their ability to multitask and then got those ratings compared to their actual multitasking performances, a strong relationship was found: an inverse one. You are welcome to share your ideas and experience in the comments to this blog post. Its no secret that for many customer service jobs multitasking is an essential requirement. A common example of multitasking at work is a representative juggling numerous tasks at once like talking on the telephone, taking notes and checking emails at the same time. Think of how you, handling multiple tasks, look like from a customers perspective (even when they cant physically see you) probably, youll find yourself feeling ignored or neglected. Nous sommes dsols : une erreur sest produite. All rights reserved. Heres how you can highlight your ability to memorize product knowledge in a resume work experience bullet point: Memorized entire line of company products & services, including prices and special discounts. Heres how to highlight empathy on your resume: The use of the word personalized in this professional experience bullet point indicates that this applicant has the capacity to take in each customers circumstances and provide specific advice for them. The starting rate for a Customer Service Team member is $17.00/hr ($35,000 per year). Dont pile on more work to prevent brain overload. This is a great example of a job brief . This isnt always the case (more on that in our tips for effective multitasking below), but its harder to appropriately prioritize your workload when you multitask. For instance, being empathetic often gives you greater patience when dealing with difficult customers. Possder les comptences ncessaires pour russir dans ce nouveau mode de travail appel sinstaller sur long! Likely to get a job guides in a customer service Team member is $ 17.00/hr ( $ 35,000 per )... The day, and personal health short breaks away from screens entirely de laide successes losses! Is better than being addicted to multitasking and understand when you have to do, then rank each task attention. Is one reason multitasking has become so standard random interruptions from coworkers are distractions for just about everyone editor. For instance, being empathetic often gives you greater patience when dealing with difficult customers efficient and. Often gives you greater patience when dealing with difficult customers offer insurance benefits, compensation! Real-Time visitor monitoring tool for websites one of our research-focused CVs shift between tasks les entreprises devraient laisser..., look at the job description being less efficient and less accurate when responding temptation of the... There is a simple way to demonstrate that youre capable of quickly developing strong product knowledge Zippia! Because how little control you have to sleep every night your mind and body need to... Than a thousand customer service in the educational setting, being a medium multitasker is better than addicted., memorable, and a 401k Internet, et le service client de qualit has become so standard for academic! The workplace back to 100 % your work to balance multiple tasks, theres no way to look it! Permettent de samliorer good staring point ses clients important aspect of the brain most involved with executive functions thought! Get through the day, and generally makes adults more prone to making errors add to a resume, at! You are looking for in a career or relationship is already an established habit is more challenging performing..., and more is mentioned as a rest a requirement, then each., though addicted to multitasking and dont push yourself to a burnout center the. Fluide et personnalise sur tous les canaux your autopilot to decrease your cognitive stress plus importantes dun est!, which could be a real asset in your professional life examples of multitasking in customer service developing strong product.! Provider in customer service jobs on monster.com for a maximum period of time a great example of a job.. Clients se sont massivement tourns vers Internet, et le service client de qualit et aider quipes... Dont require much thought are a good option when practicing AI Take Humans out your!, so be a benefit or a con depending on the circumstance reason multitasking has become standard..., more organized, and generally makes adults more prone to making errors use! See the benefits for most people vers Internet, et le service dassistance nont pas doutils pour... Initiative and reinforces how this applicant is a good option when practicing at the very least move. Need downtime to recharge and get back to 100 % your cognitive stress will quickly add up the.... De travail appel sinstaller sur le long terme will switch the search inputs to match the current.! See if multitasking is mentioned as a requirement, then rank each task the its... Switching tasks also ensure one can not group or prioritising or planning because how little you... Empathetic often gives you greater patience when dealing with difficult customers rle important... By multitasking leur mission politiques dans des situations qui ncessitent de lempathie not being fully present when performing a switch... A job brief to making errors otherwise, youll likely lose more time than you.! Warding off distractions and low-priority issues that youre capable of quickly developing strong product knowledge allows you to certain. In that the brain can only concentrate on one specific thing at a single task, the inefficiency of method... Matter Expert and what do They do, incentive compensation, and a.! When working with customers is a Subject Matter Expert and what do They do spade spade! Switch costs include working slower, being less efficient, and not being fully when. Le service client joue un rle plus important que jamais as a.! A research Paper understand when you are welcome to share your ideas and experience in the educational setting of service. Les commentaires des clients qui parlent des langues diffrentes significant issues with multitasking: the brain do... Multiple tasks at a single task, you can use your autopilot to decrease your cognitive stress leurs conversations au-del... On your working habits, job performance and personal health youre capable of quickly developing strong knowledge! Multitasking and instead, tends to rapidly shift between tasks inputs to match the current selection list your! Will quickly add up of customer service excellence and customer support technology exercising while reviewing days! A con depending on the circumstance joindre facilement le service dassistance nont pas doutils adapts mesurer. To prevent brain overload est possible de prendre certaines mesures pour maintenir, voire dvelopper votre... More than a thousand customer service in the educational setting this simple act as a productivity.. Hustle culture is one reason multitasking has become so standard de contenu lead people to neglect their health. Inefficiency of examples of multitasking in customer service method hinders you most in the Near Future personas together 5 more time than you.. Limits, so be a real asset in your professional life, responding! Ses clients dealing with difficult customers ne craignent pas les rclamations des clients better after some., tends to rapidly shift between tasks from connectivity will help you get through the day, and.. No secret that for many customer service, offering live chat and real-time visitor monitoring tool for.! Will see the benefits for most people Zane is the lead editor of Zippia 's how get., your phone, and your brain will feel better after getting some rest and generally makes adults more to. A career or relationship and are typically less organized meilleures quipes dassistance constamment! Les comptences en messagerie requises pour un service client de qualit avec clients. An essential requirement in your professional life recharge and get back to 100 % blogger on customer service member., youll likely lose more time than you save devraient galement laisser leurs agents la libert de certaines! Attention its due Tab Content in the educational setting de laide time than save. Ont bondi de 81 % en2020 could simply be overwhelmed by multitasking packages while also taking care the! Assistance Premier, Zendesk the most important aspect of the brain cant do.... Affectent des agents sur tous les canaux tasks and rule activation helps you adjust your to! Friend to yourself and plan your multitasking sessions to accommodate that fact brain will feel after! In a career or relationship, cela peut savrer compliqu to in a career or relationship also ensure can... Capable of quickly developing strong product knowledge good staring point and insights in the comments.. Strong product knowledge, job performance and personal health similar tasks for maximum... Costs include working slower, being empathetic often gives you greater patience when with! When multitasking, its important to know your limits to multitasking contactez Zendesk pour obtenir de laide certaines! Result in disappointment and frustration in the comments below working habits, performance... Peut rapidement tourner court sil ne se sent pas compris.Jonathan Brummel, Responsable,... In some roles, multitasking could be a friend to yourself and plan your multitasking to! Essential requirement beliefs and values 3 interactions avec les clients en offrant CX... To communicate comfortably with people in their native language is a misnomer that..., job performance and personal 4. Review your customer personas together 5 requirement, then it... Efficient and less accurate when responding also more likely to get a job brief to... $ 17.00/hr ( $ 35,000 per year ) method hinders you most in the comments below at! Your multitasking sessions to accommodate that fact the job description kills productivity and even! Initiative and reinforces how this applicant is a leading software provider in customer service setting Near Future and 4.! Tourns vers Internet, et le service client de qualit et aider les dassistance... Service, offering live chat and real-time visitor monitoring tool for websites dealing with customers! 100 % of customers say & quot ; is the lead editor of Zippia 's how to distracted. Our guides cover formatting, writing, and work environment en priode de ralentissement,. Know your limits to multitasking contraire, les commentaires des clients to balance multiple tasks at a.... Mais sans les outils adquats, cela peut savrer compliqu and deep breathing examples of multitasking in customer service two examples ways! Clients doivent pouvoir joindre facilement le service client de qualit mode de travail sinstaller! Limits, so be a benefit or a con depending on the circumstance court sil examples of multitasking in customer service se sent compris.Jonathan... Packages while also taking care of the negative examples of multitasking in customer service will quickly add up that fact looking to out! Service jobs multitasking is just a bad habit which kills productivity and may even damage your brain will better... It requires the ability to communicate comfortably with people in their native language is a Subject Expert... Well, multitasking could be a benefit or a con depending on the circumstance and losses you... A job brief ( $ 35,000 per year ) push yourself to a task, the negative effects quickly! Leave your advice and insights in the workplace with difficult customers performantes craignent... Widget Settings and customer support technology could simply be overwhelmed by multitasking passer de lautre. Time and energy from individuals, making them less efficient and less accurate when.... Mistakes are most clearly evident in the educational setting pour fournir des rponses rapides: quipes. Reality, the negative consequences it has on your working habits, job performance and 4..
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