| FISH CAMP |
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| Course Aim |
| To provide the delegates with a good understanding of crucial principles that lead to customer service excellence and how to keep the principles alive on a day-to-day basis. By following the example of Pike’s Fish Place in Seattle, USA this one-day event shows how their work environment and policies made them world famous. The FISH! Philosophy is an exciting and rewarding way to ensure customer satisfaction and high staff morale. |
| This course is for managers, team leaders or customer service staff who wish to review their current customer service provision. Not only will it cover how to improve the customer's experience but also how to ensure a permanent change within your organisation, how to motivate yourself and those you work with. |
| Course Objectives |
| By the end of the event delegates will be able to: |
| • Define the FISH! Philosophy and its major principles |
| • Describe the four steps that support the FISH! Philosophy |
| • Identify and discuss the attitudes needed by staff to favorably impact your organisation's customer service culture |
| • Understand that it is not about the job you perform, but about how you perform it |
| • Determine ways to be more attentive to customers |
| • Plan how to live the FISH! Philosophy and make it stick in the workplace meeting your personal and organisational needs |
| • Make a difference in the workplace |
| • Be energetic and passionate and have fun at work |
| • Achieve their best ever professional results by adopting the correct mentality |
| Workshop Content |
| Course content includes: |
| • Review of your current customer service approach as an individual and within your organisation |
| • Background to the FISH! Philosophy |
| • Video – FISH |
| • The four principles of FISH: Play, Be There, Choose Your Attitude, Make Their Day |
| • Practical exercises on how to apply the FISH! Philosophy into your organisation |
| • Case study review of companies who have successfully applied the FISH Philosophy, completely turning around their customer service experience |
| • FISH Sticks – how to maintain the FISH culture |
| • Action Planning |
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| How the course works |
| Delegates will not only see how FISH works in a customer service environment, but they will also see and experience how they can carry forward these techniques to their own workplace, and that they in fact have a responsibility to make it happen and continue to make it happen. |
| There are videos to explain and show how FISH works in practice. Delegates will be able to view case studies of companies that have adopted FISH principles and are using them successfully. |
