- Identify the benefits of framing.
- Define the real customer.
- Cultivate an emotional connection to your customer's world.
- Develop persistence and resilience.
- View behavior through a different lens.
- Explain how to be customer-driven when your organization is not.
- Describe how to navigate a changing customer base.
Skill Level Beginner
- What does service mean to you? - If you're in sales or customer service, it's probably pretty clear, but a service mindset extends far beyond these customer-facing roles. I'm Lisa McLeod. - And Elizabeth McLeod. We work with companies all over the world to develop exceptional cultures, and culture starts with mindset. - Most organizations have an internally focused mindset, one that emphasizes internal metrics, self-serving behaviors, and a thought process that often forgets the most important person.
- The customer. Even if you are in a customer-facing role, a service mindset helps you foster innovation, creativity, and it makes you happier and more likely to get promoted. - We'll be your guides for this course, and we'll cover how to use a service mindset to talk about wins, goals, and even mistakes in a way that shows you're focused on the true endgame of customers. - [Elizabeth] And we'll talk about how to personalize your customers and keep them top-of-mind as you make decisions and grow in your role.
- [Lisa] And we'll address how you can sustain your service mindset even if your boss or the rest of your organization is focused on something else. - We're going to challenge you to think differently and bring that customer to the forefront of everything you do. - So let's get started.