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Customer Services and Fish Philosophy
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Customer Services and Fish Philosophy

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  • Hi - would it be possible to have a copy of your presentation? The points are good and very well presented - easy to understand and would like to share this front line sales. my email is zacbenn@singnet.com.sg
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  • This is a very informative and helpful presentation. Can you please forward this presentation to: seydelandassociates@telkomsa.net.

    Thanks, Anita
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  • very educative presentations
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  • nice and simple thank u
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  • Very very good presentation. Well done. Please can you email this presentation to me: shamsdean@ymail.com. Will really appreciate this.
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    Customer Services and Fish Philosophy Customer Services and Fish Philosophy Presentation Transcript

    • Fish Philosophy Customer is the King Presentation to: - Mr. Prasun Maitra Presentation by: - Akhil Gupta How important is customer service? – The key to success Ride the wave… … Catch the Energy … Unleash the Potential
    • Major parts of customer service
      • Fish philosophy
      • Moments of truth
      • Commandment of good customer service
      • Wiifm
      • Values of good customer service representative
      • Three rings of value
      • Nerve centers of customer service
      • Different types of customers
    • Fish philosophy – 4D
      • Attitude
      • Make their day
      • Be present their (physically & mentally)
      • Be playful/ playing
    • Attitude To attract the customer we must have to maintain our attitude. Our character make our attitude.
      • Optimistic (positive)
      • Pessimistic (negative)
      • Every customer request is important
      • First impression is last impression
      • The customer should feel that he is a king at every point of contact
      • Be present there physically and mentally
    • Some other facts
      • Look at customer from two point of view
        • Customer
        • Business
      • Patience and energy are key factors of business.
      • Active listening
      • Catch the energy and release the potential
      • Speak and think always positive
      • Knowledge about our product and market
      • Always feel customer’s problem as yours
      • First put +ve points about product then –ve points.
      • Don’t be a hard worker always be a smart worker.
      • s - specific
      • m - must be measurable
      • a - must be achievable
      • r - realistic
      • t - time bond
    • Make their day
      • Always greet the customer
      • Be always polite
      • Listen customer carefully
      • Treat customer’s problem as your problem
      • Always use however in place of but
      • Satisfy the customer
    • Be present there
      • Always be an active listener
      • Don’t loose patience
      • Do whatever with interest
      • tune out
      • tune in
      • tune in/out
      • tune out
    • Be playful/ playing
      • Play
      • … is synonymous with work. It’s about having fun, enjoying yourself, being spontaneous and creative. Life is too short to spend it frowning… and FISH! brings a smile to your face!
    • Stale cheese
      • Always be a person “who is asked for and is missed, highlighted and dynamic.”
    • Why customer quit with existing company
      • Customer might die 1%
      • Relocation/ move away 3%
      • Develop other friendship 5%
      • Leave for competitive reason 9%
      • Dissatisfy with product 14%
      • Dissatisfy with present 68%
      • company on the ground
      • of customer service
      • “ CUSTOMERS ARE BRAND LOYAL”
    • Three rings of value
      • Core value
      • Advanced service
      • Extra enhanced service
      Extra enhanced service Advanced service Core value
    • Moments of truth (every meeting with customer)
      • We try to make every interaction “A MOMENT OF TRUTH” for customer and us.
      • Every moment of truth has two aspects:-
      • 1. moment of magic (+ve interaction)
      • 2. moment of misery (-ve interaction)
      • Try to make every moment of truth +ve one
    • Commandments of good customer service
      • Employees/ Colleagues/ Batch mates are our 1 st customers and they are our best customers.
      • Customer needs are no.1 priority (customer database)
      • Remember small things that do really make a big difference
      • Customer have choices
      • Don’t allow your customers to leave because they feel that they are taken for granted
      • Customer may not always be right but make him feel that you know that he is BOSS.
      • When you help other to succeed, you succeed
      • Make every moment of truth a +ve one
    • WIFFM
      • WIIFM stands for What’s in it for me?
    • Values of good customer service Courteous & Helpful Accountable & Responsible Efficient & Responsive Professional & Accessible Knowledgeable & Informative Equitable & Consistent Customer Service Representative
    • Nerve centers of customer’s service
      • RAPPORT (Making friendly relationship)
      • EMPATHY (Acknowledging the customer’s feeling and react on it)
    • Make customer valued
      • Speak the customer’s language
      • Be an active listener
      • Honest & Forthright
      • Never make false promises to customer
      • Empathize with customer
    • Different types of customers
      • Predominantly visual
      • Auditory person
      • Kinesthetic
      • Olfactory
      • Gustatory