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Developing your people to enhance your customers experience
I’m a Piscean, so maybe that’s why I have a particular soft spot for the FISH! Philosophy and its approach to customer satisfaction, which all began with Fish: A Remarkable Way to Boost Morale and Improve Results (2000) by Stephen C. Lundin, Harry Paul and John Christensen, inspired by the real-life Pike Place Fish Market in Seattle. It’s hard to imagine a less exciting workplace than a fish market but nonetheless, the manager had made selling fish a fun activity for all his staff and ensured a wonderful customer service experience in the process!
The FISH! philosophy is based on four simple principles…
These principles are simple in theory but tremendously powerful when they’re put into practice, whether that’s through bespoke customer service and telephone training or coaching and buddying activities to boost employee motivation. Hundreds of businesses incorporate the FISH! culture to boost both their staff’s morale and their profits! They’ve recognised that company profit is a direct result of true customer satisfaction, where customers feel enchanted by the service they receive, so they keep coming back for more.
In many ways, the FISH! philosophy encapsulates the key elements of delivering remarkable customer service – this ‘super secret’ is all about developing brand ambassadors on your frontline, so get FISHing for those brand ambassadors in your business and offer them any support, mentoring and customer service training they need!
Marie has spent her entire working life within the frontline customer service and telesales environment - passionate about the industry, the people in it and their untapped potential! A highly respected and dynamic training professional and inspirational coach, she 'wakes and shakes' individuals to want to be better and achieve more!
...and I'd love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.
If you'd like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you'll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.
Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.Appeal To Your Emotions