Posts tagged charthouse

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 …

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