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In this video tutorial, Shep Hyken, a customer service and experience expert, discusses five ways to create a customer-focused mindset. He emphasizes that while customer service training typically focuses on techniques and tactics for dealing with various situations, having a customer-focused mindset goes beyond just having a positive attitude and a warm personality. It includes understanding the customer's perspective, being proactive in meeting their needs, and having a genuine interest in providing excellent service. A customer-focused mindset requires employees to go beyond the parameters of traditional training and truly prioritize the customer's experience.