Customer Service Mindset: Seeing your Coworkers as Customers

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  • 0:03 Customer Categories
  • 0:43 Listening Actively &…
  • 1:26 Increasing Knowledge &…
  • 2:22 Follow Up
  • 2:45 Benefits & Practical…
  • 4:12 Lesson Summary
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Lesson Transcript
Instructor: Jerri Glover
Having a customer service mindset means that you apply the fundamentals of customer service to both external and internal customers. This lesson will also discuss how to see your coworkers as customers and why it's important.

Customer Categories

There are two categories of customers: external customers and internal customers. External customers are those that purchase goods or services from a business. Internal customers are the people who work together inside a business. In order to be a good customer service professional, you'll want to maintain a customer service mindset at all times. That means that you apply the fundamentals of good customer service to both external and internal customers.

First, let's talk about some of the fundamentals of customer service, including:

  • Listening
  • Empathy
  • Knowledge
  • Excellence
  • Follow Up

Listening Actively & Expressing Empathy

When a customer presents a concern or an issue, it's important that you use active listening skills. Active listening means you hear what the customer is saying. Repeat back to them in your own words their concern or issue. Then clearly explain how you are able to help.

Empathy is defined as the psychological identification with or vicarious experiencing of the feelings, thoughts, or attitudes of another. Put yourself in your customer's shoes. Identify with his or her pain and frustration. Doing this allows you to see things from their point of view and positively alters how you react to and interact with others.

Increasing Knowledge & Excellence

You should continuously work to gain more knowledge and understanding about your company's products, procedures, and policies. You also want to continue learning new ideas about providing excellent customer service. You're increasing your knowledge by participating in this lesson. Expanding your knowledge will help your customers trust you and your expertise. You'll also have a larger set of tools from which to draw when solving problems.

Ralph Marston, author of The Daily Motivator says, Excellence is not a skill, it is an attitude. In other words, you likely won't be perfect in all you attempt. However, if you do the very best you can when performing a task and pay attention to details, you will likely achieve excellence. Bringing this ideal to your interactions with external and internal customers will make you stand out at as someone who cares about what you do and how you do it.

Follow Up

Once you have provided your customer with the service requested, it's a good idea to follow up with the customer some time afterwards. The time period between providing service and follow up depends on the situation. It might be that same day, or it may mean a phone call or email days later. You want to make sure the customer remains satisfied with the solution you provided.

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