Fish Philosophy Customer is the King Presentation to: - Mr. Prasun Maitra Presentation by: - Akhil Gupta How important is ...
Major parts of customer service <ul><li>Fish philosophy </li></ul><ul><li>Moments of truth </li></ul><ul><li>Commandment o...
Fish philosophy – 4D <ul><li>Attitude </li></ul><ul><li>Make their day </li></ul><ul><li>Be present their (physically & me...
Attitude To attract the customer we must have to maintain our attitude. Our character make our attitude. <ul><li>Optimisti...
Some other facts <ul><li>Look at customer from two point of view </li></ul><ul><ul><li>Customer </li></ul></ul><ul><ul><li...
Make their day <ul><li>Always greet the customer </li></ul><ul><li>Be always polite </li></ul><ul><li>Listen customer care...
Be present there  <ul><li>Always be an active listener </li></ul><ul><li>Don’t loose patience </li></ul><ul><li>Do whateve...
Be playful/ playing <ul><li>Play </li></ul><ul><li>… is synonymous with work.  It’s about having fun, enjoying yourself, b...
Stale cheese <ul><li>Always be a person “who is asked for and is missed, highlighted and dynamic.” </li></ul>
Why customer quit with existing company <ul><li>Customer might die 1% </li></ul><ul><li>Relocation/ move away 3% </li></ul...
Three rings of value <ul><li>Core value </li></ul><ul><li>Advanced service </li></ul><ul><li>Extra enhanced service </li><...
Moments of truth (every meeting with customer) <ul><li>We try to make every interaction “A MOMENT OF TRUTH” for customer a...
Commandments of good customer service <ul><li>Employees/ Colleagues/ Batch mates are our 1 st  customers and they are our ...
WIFFM <ul><li>WIIFM stands for What’s in it for me? </li></ul>
Values of good customer service Courteous & Helpful Accountable & Responsible Efficient & Responsive Professional & Access...
Nerve centers of customer’s service <ul><li>RAPPORT (Making friendly relationship)  </li></ul><ul><li>EMPATHY (Acknowledgi...
Make customer valued <ul><li>Speak the customer’s language </li></ul><ul><li>Be an active listener </li></ul><ul><li>Hones...
Different types of customers <ul><li>Predominantly visual </li></ul><ul><li>Auditory person </li></ul><ul><li>Kinesthetic ...
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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

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

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