THINKTOFINISH / TAILORFIT LEARNING
Service Mind
Practise communication and care that make a better service experience.
Who it is for
Service, customer relations and client facing teams
Intended outcome
Understand service users’ needs, communicate with care and guide each request towards a clear next step.
Possible learning modules
See the service through the user’s eyes
Map where people contact the organisation, what they expect at each point and where confusion or delays occur.
Listen for the real need
Use open and confirming questions to distinguish the request as stated from the problem that needs solving.
Explain and manage expectations
Use plain language to describe known steps, timing and limits without promising beyond your authority.
Respond to dissatisfaction
Listen without immediate rebuttal, acknowledge the impact, check facts, offer options and name the owner of the next step.
Hand over without making people start again
Record key details, share them with the right colleague and explain how the request can be tracked.
Improve recurring service problems
Collect repeated questions or complaints and fix the wording, process or handoff causing them.
Example workshop
Role play a case where two teams gave conflicting information; practise listening, explaining, handing over and writing a follow up message.
We select modules and practice cases for your learners and situation. Duration and group size are agreed after discussing your needs.
Facilitator and scope
Norraphont “Ajarn Tae” Thammawisedsee facilitates speaking and learning experiences. His published work includes public communication and service improvement.
Read his profile and teaching examples →
Duration, group size, activities and fees are confirmed in a ThinkToFinish proposal after we discuss your needs.
Start with your team’s challenge
Tell us about the situation and learners so we can shape the topic around real work.
Discuss this topic ↗