Learn how The FISH! Philosophy helps improve
teamwork, employee retention, customer service, and morale:
Verizon Customer Service Call Center
This call center employs 273 customer service representatives who field an average of 5,800 calls a day, these calls often come from angry customers which leads to problems with employee attrition, turnover, morale and frustration.
Agents handle 500 – 800 calls per day, helping customers get connected around the world. People learn the job so quickly that the work almost becomes second nature and the boredom factor can set in quite easily. With a lackluster work environment, retention was an impossibility and the customers knew it when calling in.
This full-service Ford/Toyota automotive dealership located in Rochester, MN with 200 employees had been a mainstay in the Rochester area for decades. Although the dealership had always turned in satisfactory profit levels, it had also been turning in the worst customer satisfaction and employee satisfaction levels.
In a fast-growth mode in a highly competitive sector, Jamba Juice relies on a lot of younger employees who haven’t had a lot of coaching or seasoning in business. The company is trying to get all team members focused on the same picture while training and motivating individuals on their specific contributions to overarching corporate growth strategies.
A full-service personal and business financial institution with about 200 employees in six branches located in the heart of Central Florida within the affluent 55+ active-lifestyle community of The Villages. Customer service and interaction at Citizens First Bank needs to model the balance of “Old Time Florida with a new mood” and feeling characteristic of The Villages lifestyle.
Employing a staff of 100 who serve about 3,500 patrons each day. The library opened a spectacular new facility that was sure to impress, so they wanted to make sure that the customer experience equally stood out. The library knew the first step to achieving that was getting the staff excited about their work and infusing the culture with passion and enthusiasm even before opening the doors.
A single-location store with more than 50 employees, who’s president understands that nobody needs what they sell. Success is dependent on employees embodying the Harley-Davidson brand by having fun at work and with their customers, but the staff wasn’t working well across departments, employees weren’t sure how much fun was allowed and management was struggling to convey its message.
Blue Care—named for the blue uniforms its first nurses wore—was founded in 1953 to deliver home care to seniors, people with disabilities and others in need throughout Queensland, Australia, an area 2.5 times the size of Texas. Today Blue Care is one of Australia’s leading not-for-profit providers of community care, senior residential care and retirement living.
Ranken Jordan Pediatric Bridge Hospital, located in St. Louis, MO, cares for seriously ill and injured children. The hospital has earned a national reputation for its innovative “Care Beyond the Bedside”. It is guided by a simple mission, expressed by founder Mary Ranken Jordan: “Consider the children first in all you do.”