This document discusses customer service best practices using the Fish! Philosophy and the SERVE model. It provides guidelines for having sincere greetings, making eye contact to engage customers, recognizing customers by name, validating their requests, and ending interactions with a thank you. The philosophy emphasizes being present, playing, choosing a positive attitude, and making customers' day to strengthen relationships and improve communication.

1. Customer Service
Professionalism

2.  Now let’s look at how the Fish! Philosophy influences
our customer service model
Fish! Philosophy

4. • When people need you, they need all of you. Means you
are focused, listening and even empathizing with
someone. Not typing or making coffee at the same time.
• Setting aside distractions and judgments to be mentally
and emotionally present is a sign of respect.
• Many of us need to practice this. With so many demands
on our time, we often put “being present” way down on
the list of priorities.
• It improves communication and strengthens relationships.
• Ask yourself are you just going through the motions or are
you present at work?
Be There

6. • Play energizes you and the people around you.
• Serious about your work without taking yourself so
seriously.
• Enthusiasm and creativity into whatever you are
doing,
• Natural and not forced. Work made fun gets done!
Play is not about games it is about your state of mind.
Any job can be boring if you make it boring.
• Fun!
Play!

8. • Must be intentional, if you look for negativity you will be sure to
find it.
• When you get up, decide who you want to "be" today and “put
on” your attitude.
• Attitudes are contagious
• Moment-to-moment awareness
• Ask yourself throughout the day, "What is my attitude right
now?
• Empower yourself to respond to challenges and problems in a
constructive and positive way.
• Celebrate success and sit back; you will see the energy this can
bring to a workplace.
Choose Your Attitude

10. • Often when discussing the “Make Their Day” principle, people
complain about being too busy to stop and think about someone
else.
• Remember to keep it simple. You might just start with smiling at
someone you don’t know very well.
• Turn an everyday encounter into a pleasant experience for
someone. Your kindness, patience and thoughtfulness will be
returned. You might even enjoy making someone’s day.
• When you make someone else feel good, you feel good too.
 How can you do this? By using our new Customer Service
“SERVE” model
Make Their Day

11.  No matter the size of your business, excellent customer
service needs to be a heart of your business model if
you wish to be successful. It is important to provide
good customer service to all types of customers,
including potential, new, and existing customers!
 Our Customers are our Students and their guests.
Customer Service…why do we need
to talk about it?

12.  68% of customers leave because they were treated poorly.
 It can cost five to six more times more to get a new customers than to retain existing
ones.
 It takes 12 positive service incidents to make up for 1 negative incident.
 The average “wronged customer” will tell 8-16 people about it. Over 20% will tell more
than 20!
 70% of complaining customers will do business with you again if you resolve the
complaint in their favor.
 95% of complaining customers will do business with you again if you resolve the
complaint immediately.
Facts about Customer Service…

13.  SERVE is a Customer Service Acronym for how to
great and welcome our students and customers into
our facilities. You can create a positive and
welcoming environment if you remember the follow 5
actions to SERVE our students and customers.
SERVE!

14.  Greetings are a part of every conversation.
Start yours off on the right foot!
 Hello, welcome to ___________, how can I help you?
 Hi, you seem like you have a question, is there
something I can help you with?
S – Sincere Greeting

15.  The first 30 seconds of a contact sets
the tone for the remainder of the
contact.
 A good trick is to choose only one eye or the space in
between the two eyes so you don’t have awkward
eye moments…
E – Eye Contact/Engage

16.  A person’s name is the greatest connection to
their own identity and individuality. Some
might say it is the most important word in the
world to that person.
 Ask for their name and use it in the conversation, they’ll feel like
they’ve made a connection and are more likely to walk away
feeling positively about the experience.
 Utilize resources around you to pick up on names of the students, i.e. C-
Cure, Owl Cards, Name tags, etc.
R – Recognition of who they are,
calling them by name

17.  The customer may not always be right,
but they have the right to be heard
 Listen to what it is the person is asking for, is it a
simple request, or is there an underlying issue?
V – Validating/Valuing their request

18.  Saying thank you – it’s everyday etiquette
and a simple courtesy that take just a
moment. It costs nothing, not even effort
 We are constantly encouraging students to come forward
with questions or concerns, so let’s thank them for doing
so!
 Silent gratitude isn’t much use to anyone
E – End with a Thank You