Some years ago, I came across the Fish Philospophy, in one of the most energising, fun and delightful team building sessions I’ve ever participated in about customer service. I’d like to share the key principles of this simple customer service approach here, as part of my contribution to Customer Complaints Day this Friday 13th November.

John Christensen came up with his customer service/team building philosophy after a visit to a fish market in Seattle, where he watched the antics of a bunch of fishmongers working for Pike Place Fish Market. They were having fun, their customers were all completely looked after and engaged and they were selling a shed load of catch. What he witnessed was a highly motivated team, giving great customer service.

He made a film, and countless spin-off books later Fish is a big customer service movement.

I don’t like the concept of Customer Complaints day, I’m a little dissappointed that my old alma mata Which? (The Consumers’ Association) are closely associated with it. I would rather promote an Excellent Customer Service Day.

So if you, like me want to spread the word about how to create switched on, engaged employees who love coming to work, and are able to offer your customers a great customer experience naturally, I highly recommend this approach. Pass it on …

For videos, workbooks and great ideas on how to implement the Fish Philosophy of customer service please go to www.charthouse.com. For a quick fix; here’s a run down of the principles.

Be There is being emotionally present for people. It’s a powerful message of respect that improves communication and strengthens relationships.

Play taps into your natural way of being creative, enthusiastic and having fun. Play is the spirit that drives the curious mind, as in “Let’s play with that idea!” It’s a mindset you can bring to everything you do.

Make Their Day is finding simple ways to serve or delight people in a meaningful, memorable way. It’s about contributing to someone else’s life, not because you want something out of it, but because that’s the person you want to be.

Choose Your Attitude means taking responsibility for how you respond to what life throws at you. Once you are aware that your choice impacts everyone around you, you can ask yourself, “Is my attitude helping my team or my customers? Is it helping me to be the person I want to be?”

If you’d like to know more about how you can weave the principles of great customer service into your company’s dna drop me a line!

louise@copymojo.co.uk