Customer ServiceProfessionalism

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

Fish! Philosophy

• 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

• 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!

• 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

• 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

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?

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…

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!

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

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

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

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

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