A few posts back, I posted a video about “Growth Mindset”. It’s interesting because it connects to a project I am working on for customer service training.
I was researching some different ways to approach customer service training. One of the most interesting ideas I ran into were about building a “service mindset”. A service mindset is customer focused. This seemed perfect to me as one of our values at my company is customer focus.
What really appealed to me about this “service mindset” is that it penetrates all activities. You do not have to deal with customers to be customer focused. Rather, the customer is at the heart of what every actions and choices you make. For an example, if you are a developer, you don’t work tons of hours non stop to get a promotion. Rather, you do it because that work leads to enhancing the product for customers. A truly customer focused person thinks in terms of how your actions and choices impact customers.
Another important aspect is internal dialogues. As with anything, that running dialogue we have in our head can affect how we behaviour. If you have a negative self talk before giving a presentation, there’s a good chance you’re not going to be going in with full confidence. Well, the same concept influences customers service too. If you have a negative customer dialogue, you’re setting yourself up to impact your service.
This idea of service mindset makes me think of our roles as educators. While we are all aiming to help our learners, I think there are many factors where we may not fully hit the mark when it comes to our mindset. Career pressures, different stakeholders, fatigue, and workload can all set us off course. We too need this service mindset. Our students are our customers.
In many ways, most of our practises as educators put the learner at the forefront. Most of our actions are influenced by our learners. Our textbooks and continuing education practises all emphasize the centric position of our learners. We have the impact thinking down pat! While it is woven into our practise, I think we need see this as a mindset, so we can catch any detours that come our way.