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Customer Services and Fish Philosophy

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Information about Customer Services and Fish Philosophy

Published on February 26, 2008

Author: akhil.gupta

Source: slideshare.net

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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

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

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

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

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

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

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!

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.”

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”

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

Core value

Advanced service

Extra enhanced service

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

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

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?

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)

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

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

Predominantly visual

Auditory person

Kinesthetic

Olfactory

Gustatory

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