Five Ways to Create the Customer-Focus Mindset


Your people attend customer service training. They learn techniques and tactics on how to deal with complaining customers, angry customers or customers who just need a little support. They are taught the right answers to some difficult questions.

This is what customer service training is all about. But:

What happens when something happens that is outside of the parameters of the training your employees have received?

While good customer service training teaches the how-tos, great customer service training goes into the mindset – and, that’s more than having a great attitude with lots of smiles and a warm personality.

That’s important, but a customer-focused mindset goes beyond that.

A customer-focused mindset encompasses all the how-to training, the positive attitude and (here is where the mindset comes in) an understanding of the reason behind a relentless effort to deliver an amazing customer experience.

The concepts of the mindset can be considered intangible. They can be about an inner drive and an ambitious effort to take care of the customer. Sometimes they can be intuitive.

So, with that in mind, here are five concepts that will help create the customer-focused mindset:

1. The Desire to Take Care of People

Not every employee has that mindset coming in. Even after basic customer service training, they may still not get it.

Sure, they may understand the techniques to deliver service, but they don’t get the essence. A customer-focused mindset includes the desire to serve.

2. Being in the Moment

This is realising when you are delivering a positive service experience.

There are certain parts of delivering service that are natural and automatic. However, people must be conscious of what they are doing and always looking for ways to make it better.

3. Know Where the Line in the Sand Is

An environment that fosters a customer-focused mindset empowers people to do what is necessary to take care of the customer, without crossing the line.

The boundaries are typically further out than most people think.

Teach them, by example and story, how far your employees can go to take care of their customers – both internal and external customers.

4. Always Learning

The best of the best are continuous learners – and not just about their own products and services.

They learn about competitors, what’s the latest and greatest in the industry, and general knowledge about many things.

They are interesting people to talk with and understand how to talk to customers the right way.

5. Recognising the Awesome Responsibility

At any given time, one employee – the one who your customer is interacting with – has the responsibility to deliver an experience that is in alignment with your vision.

This one person represents your brand and all his or her fellow employees. Does he or she deliver?

This blog post has been re-published by kind permission of Shep Hyken – View the original post

About the author

Shep Hyken is a customer experience expert and the Chief Amazement Officer of Shepard Presentations. He is a New York Times and Wall Street Journal bestselling author and has been inducted into the National Speakers Association Hall of Fame for lifetime achievement in the speaking profession. Shep works with companies and organizations who want to build loyal relationships with their customers and employees. His focus is on delivering amazing customer service, customer engagement, managing the customer experience and creating customer loyalty. Follow Shep on Twitter: @Hyken

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 10th Aug 2017 - Last modified: 15th Aug 2017
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