Where did the Fish Philosophy get its name?
Pike Place Fish Market in Seattle Washington
Explain the Fish! Philosophy element of "Choose Your Attitude
Do not allow others to choose your attitude (What you tell YOURSELF becomes reality)
Explain the Fish! Philosophy element of "Play
Make work fun by finding ways to be playful (Even if work isn't fun, make fun out of it since you work 2/3 of your life)
Explain the Fish! Philosophy element of "Make Their Day
Find ways to make every customer feel IMPORTANT (Go above and beyond what is expected so customers will remember you and your business)
Explain the Fish! Philosophy element of "Be There
Be present both mentally and physically while you're at work (business cannot run smoothly if a team member is missing)
What are the three kinds of power phrases in customer-focused communication?
Use welcoming words, normalize the problem, close on a friendly/positive note
True or False. "Thank you for calling!" "I'd be happy to!" "Sure I can!" "It's no trouble at all." These are all examples of "welcoming words.
True
True or False. "That's a good question!" "Let me explain." "A lot of people are confused by that." These are all examples of "normalizing the problem.
True
True or False. "You're Welcome" "It's my pleasure" "Thank you for calling." "Thank you for your business." "Have I answered all of your questions?" These are all examples of "closing on a friendly note.
True
According to the Fish! Philosophy, how should you handle an unhappy customer?
Listen, apologize, understand, get the answer, help
True or False. "I can see why you are upset, I would be too in this situation." "I can tell you are frustrated." "That is so frustrating." Are all examples of phrases that acknowledge the customer's feelings.
True
True or False. "Let's take a look to see what we can do." "Let's try to figure out how to fix this situation." "Let's see what we can do to resolve this." Are all examples of problem-solving statements
True
What three words should you never say to the customer?
I don't know
What can you say instead of the three words you should never say to a customer?
Let me find out for you