How do you manage multiple tasks while speaking with a customer, like typing notes and looking up information?

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As a student assistant, I answered phone inquiries from parents while simultaneously updating student records on the computer. During enrollment, I had to handle a complex query while the queue built up. I needed to handle the live conversation with the parent accurately while quickly navigating our database to retrieve the student's balance and also ensure I didn't miss any details from the caller. I used a split-screen approach: I kept the conversation flowing by paraphrasing what the parent said to verify understanding, while my eyes scanned the system for the information. I also developed shorthand notes so I could type key details in real time without pausing the call too long. I practiced active listening techniques so I could type and listen simultaneously. I maintained a high accuracy rate in updating records and the parent never felt ignored; I received a compliment for my efficiency. My typing speed improved from 35 to 45 wpm through practice.

How do you manage multiple tasks while speaking with a customer, like typing notes and looking up information?

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