Customer First Mindset

Program Description

Every organization, no matter the industry or market, needs to keep it’s customers happy. However, the world of business is full of stories of poor customer experience and shoddy service. We believe that great customer service is about the rigorous adoption and display of a few, simple customer focused values.

Board Game

In this boardgame driven workshop, participants collaborate and tackle authentic customer situations while using the three customer focused values of Empathy, Mindful Communication, and Problem Solving.


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Program Outline

  • Skill drill 1: Discover the three values

    The customer first mindset involves the following:

    Empathy

    Visualising the world from the customer’s perspective

    Problem Solving

    Doing whatever it takes to solve a customer’s problems

    Mindful Communication

    Using language that is crafted to appeal both to the head and to the heart

  • Skill drill 2: Applying the three values

    This skill drill is driven through a highly engaging and interactive boardgame. The game starts with participants receiving red cards for the three values and the behaviours entailed within them. Learners solve real world customer problems to exchange their red cards with green cards. At the end of the game, participants internalize the three values and the eight underlying behavioural attributes.

    3-values

    Note: The case studies and scenarios used in the board game are custom designed to match the needs of each organisation.

Post workshop support

Follow-up through emails -1, 10, 30, 60 days.


Evaluation

  • Post test using typical customer service situations
  • Study of NPS and other Customer Service scores after 45 days of training

Workshop Details

  • Time: 5 hours
  • Target Audience: Entry to mid management level
  • Batch size: 20-25 participants

Photographs from our workshops

Reviews

4.8
Based on 90 participants
5 stars
4 stars
3 stars
2 stars
1 stars

Organizations

Akamai | Crisil | Crisil Coalition


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