Aim:
To provide the participants with a good understanding of crucial principles that lead to customer service excellence, sales and effective team working and how to keep the principles alive on a day-to-day basis. By following the example of Pike’s Fish Place in Seattle, U.S.A. this two-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, increased sales and high staff morale.

Objectives:
By the end of this course, participants 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
Explain why 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, passionate and have fun at work
Achieve their best ever professional results by adopting the correct mentality
Work more effectively as a team
Increase sales as a byproduct of adopting the FISH Philosophy

Course content:
Day One
Background to the FISH Philosophy
DVD – 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

Ø FISH! and Customer Service
Review of your current customer service approach as an individual and within your organisation
Emotional service vs Functional service – What FISH! delivers
The Benefits to your staff, the customers and the company in relation to service
FISH! Tales – Video examples of how companies have applied FISH! to their companies
Case Studies – Further examples of companies and what they have done
Case study review of companies who have successfully applied the FISH Philosophy, completely turning around their customer service experience
Kano Model (Six Sigma) and customer service – What can we do in our company

Day Two
Ø FISH! and Sales
Sales Vs Service – What can sales depts. do to link with service?
The impact of improved customer service levels and sales figures
DVD – FISH! Sticks
FISH Sticks – how to maintain the FISH culture
Commit
Be It!
Coach It
Case studies and scenarios to progress sales and develop your teams

Ø FISH! and Team Working
Team working benefits
What other companies do and what benefits they get?
Case studies and examples
What can we do better?
FISH! and Team exercise
Action Planning

The course is offered in cooperation with Sales Training, UK.

Duration: 2 days

Language: Lecture and Material in English