Developing a Service Mindset

Keep your customers top of mind—even if you're not in a customer-facing role. Learn how to cultivate a service mindset and connect the dots between your job and customer impact.

Introduction

• Bringing customers to the forefront
• Start with framing

1. Knowing Who You Stand For

• Who is the real customer?
• Where do you fit in your customer's world?
• Create a competitive advantage

2. A Service Mindset

• Cultivate an emotional connection to your customers
• Keep customers top of mind
• Develop persistence and resilience

3. Daily Language and Behavior

• View behavior through a different lens
• Talk about wins
• Talk about goals
• Talk about mistakes

4. Sustainability

• How to be customer driven when your organization is not
• How to navigate a changing customer base
• Coping with lost customers

Conclusion

• Rising to the service mindset challenge