Ann Phillips: Do you have a customer service mindset? 3 ways to find outPosted: January 19, 2013
Ann Phillips, in her blog “Do you have a customer service mindset? 3 ways to find out,” offers a very engaging and simple approach to service and the importance of relating to our customers out of our own expectations, hopes, values, preferences and the like but rather through theirs. For example, using the Golden Rule that is held up as an universal standard for how to treat others provides a basic framework for empathy and compassion — shifting the locus focus from self to others — and yet falls short because our expectations, hopes, interests, values, etc. are still the guiding light. Phillips invites her readers to consider another, more customer-centric, framework and offers very practical examples that convincingly make her point. To read her article, click here.
- “Do unto others as you would have _____ ___ _____ ____.” (Yes, the Golden Rule)
- “Beauty is in the eyes of ____ _________.”
- “If it were me, this is what __ ______ ___.”
I trust you were able to complete these very common sayings. While well meaning and mostly true, these are not just sayings, they are mindsets. They are beliefs that determine behavior and how we act toward other people. This is all fine except when it comes to service.
Find your focus
In my last blog, I said that service was all about you: your willingness to serve, your decision to serve, your instinct to serve. But what you do—your actual behavior and how you approach a situation—has to be about the customer, if you are genuinely interested in wanting your customer to feel…
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