To put it simply—any time is the right time to put your customer service mindset into practice! As you go about your daily job activities, each of your actions should be weighed by whether or not it will result in customer satisfaction.

The customer service mindset applies to all employees—whether or not they ever come into direct contact with customers. It takes everyone’s focus on customer satisfaction to show customers that the business is sincerely concerned about them. This means that a salesperson's efforts to determine and satisfy customer needs must be supported by all other staff members—and vice versa. If employees’ actions don’t line up across the entire organization, customers may be left with the impression that the business’s claims to excellent customer service are insincere.

Specifically, businesses and employees can demonstrate a customer service mindset when:

Speaking to customers on the phone. Customers often judge the quality of a company’s service based on the treatment they receive over the phone. Consequently, you may lose, retain, or gain business according to how you handle calls. Handling telephone calls in a prompt, courteous manner helps you project a customer service mindset. For additional tips on extending customer service over the phone, watch this video: https://www.youtube.com/watch?v=YYjOwiGQstE.
Greeting customers in person. When meeting customers face-to-face, you have another chance to show them that you want to provide excellent service. The kind of reception customers receive often influences their perceptions of a business. Employees should be warm, welcoming, and polite at all times.
Interacting with customers online. Though online commerce can seem impersonal, it is increasingly becoming the preferred method of shopping for many customers. Whether or not you realize it, you’re interacting with customers when they visit your business’s website. Their experiences should be smooth and hassle-free. This is one area in which a business’s information-technology employees—who may never see customers in person—can demonstrate a customer service mindset.
Handling customer inquiries and requests. Courteous, efficient responses to customers’ questions indicate that you have a customer service mindset. Here are a few examples of the types of questions you might face:
- "How long will it take for my order to come in?"
- "I’d like to return this item. Can you credit my account?"
- "What time do you close?"
- "Can you do a price check for me?"
- "May I speak to a manager?"

How might you answer these questions using a customer service mindset?

Dealing with customers' problems and complaints. Instead of avoiding customers’ problems and complaints, you should look at them as opportunities to demonstrate your customer service mindset. Many customers will tell others about problems they have with a business, but they will also tell others how quickly and satisfactorily their problems or complaints were resolved. These customers will likely return to the business in spite of the complaint if they are confident that you will resolve any future problems that may arise.