Customer First Mindset
Every organization, no matter the industry or market, needs to keep its 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.
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.
Skill drill 1: Discover the three values
The customer first mindset involves the following:
Visualising the world from the customer’s perspective
Doing whatever it takes to solve a customer’s problems
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 board game. 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.
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.
- Post-test using typical customer service situations
- Study of NPS and other Customer Service scores after 45 days of training
- Time: 5 hours
- Target Audience: Entry to mid-management level
- Batch size: 20-25 participants
Photographs from our workshops
Developing a Customer First Mindset: A is for Empathy
It was 10.00 pm. Vineet, who worked in the web sales team for ABC Insurance company, was browsing through his Twitter stream when he chanced upon a Tweet from a customer ....