FISH - Increasing Sales Performance

Course Aim

We offer in-house training only – we do not run public courses

To provide the delegates with a good understanding of crucial principles that lead to customer service excellence and how to keep the principles alive on a day-to-day basis. By following the example of Pike’s Fish Place in Seattle, U.S.A. this one-day event shows how their work environment and policies made them world-famous. The FISH! Philosophy is an exciting and rewarding way to ensure customer satisfaction and high staff moral.

We offer short, focused, strategic, high-value interventions

Course Objectives

By the end of the course delegates will be able to:

  • Define the FISH Philosophy and its major principles
  • Describe the four steps that support the FISH Philosophy
  • Identify and discuss the attitudes needed by staff to favourably impact your organisation’s customer service culture
  • Understand that it is not about the job you perform, but about how you perform it
  • Determine ways to be more attentive to customers
  • Plan how to live the FISH Philosophy and make it stick in the workplace meeting your personal and organisational needs.
  • Make a difference in the workplace
  • Be energetic, passionate and have fun at work
  • Achieve their best ever professional results by adopting the correct mentality

Course Content

Course content includes:

  • Review of your current customer service approach as an individual and within your organisation
  • Background to the FISH Philosophy
  • Video – FISH
  • The four principles of FISH: play, be there, choose your attitude, make their day.
  • Practical exercises on how to apply the FISH Philosophy into your organisation
  • Case study review of companies who have successfully applied the FISH Philosophy, completely turning around their customer service experience
  • FISH Sticks – how to maintain the FISH culture
  • Action planning
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