Final answer:
A customer-service mindset involves actively listening to concerns, providing timely follow-up, and taking proactive measures to resolve issues. Referencing past experiences with successful resolutions can demonstrate competence and commitment to service excellence.
Step-by-step explanation:
To show a customer-service mindset, it is important to actively listen to the customer's complaint, assure them you will investigate the situation, and follow up with a callback as promised. Setting a reminder in your calendar ensures you do not forget to return the call. During your investigation, be professional and consider solutions that could prevent future issues. If a similar situation occurred where you resolved customer complaints by taking action—such as the example where floor markings were implemented in a fast-food restaurant to organize the queue system—it's useful to reference how proactive measures led to positive outcomes. In your follow-up call, offer detailed information about the cause of the delay, any steps you've taken to address the issue, and how it will be rectified.