Dealing with different customer mind-sets


Last Published  01 August 2012

Whether customers are on the phone from one business to another or stood in front of your delegates as a frontline service person, customers all have different expectations of them. This tool will help your delegates to identify the three different mindsets that customers may have and encourages them to discuss how they can tailor their service delivery.

Tool aims
  • To identify the three mindsets in customer interactions.
  • To discuss how this model applies to the workplace.
  • To adapt delivery style to match the three different levels of expectation or mindset.