Developing your people to enhance your customers experience
We’ll help you build positive customer relationships, enhance employee engagement and ensure your Brand Ambassadors deliver remarkable customer service & achieve outstanding sales performance every time.
First Impression Training (also known as FIT) specialise in developing the hidden gifts and talents of your frontline customer service and telesales teams, through tailor made learning & development solutions designed to enhance your customers’ experience.
Whether your team is just a handful of sales or customer service specialists or a 500+ seat call centre or multi-media contact centre operation, our innovative solutions will provide your people with the skills, techniques and behaviours guaranteed to enhance customer perception of your service.
Do you want to…
- ...build a new telesales team or customer service centre from scratch into a high performing operation?
- ...re-energise the performance of your existing inbound or outbound telesales team to achieve better results?
- ...positively influence the behaviours of your people to become the truly memorable voice of your brand?
- ...enjoy sustainable returns on your training investment?
If you answered yes to any of these questions, then take a look below and click on your area of interest, because we can help you develop your people to deliver where it counts – to the bottom line!
Solutions For
Customer Service Teams
Empower your people to deliver great customer service and become true Brand Ambassadors on your frontline
Telesales Teams
Enhance the skills, behaviours and performance of your inbound or outbound telesales teams
Team Leaders
Develop your Team Leaders & Managers to become the driving force in your frontline operation
Trainers & Coaches
Build on the knowledge and skills of your Trainers & Coaches to guarantee your long-term success and return on investment
“A Game-Changer!”
I recently had the pleasure of reading “Make their day – Awesome Ways to Wow Your Customers”, by the wonderful Marie Cross, and I must say, it’s a game-changer for anyone in a customer-centric role. ✨
One of the aspects I particularly liked about the book is its wealth of practical examples that can be easily applied in real-world scenarios.
As Marie would say: “It ain’t rocket science, you know!” By putting yourself in the customer’s shoes, you can better anticipate their needs and exceed their expectations.
Milana Ciric
“Entirely Different Level”
Do you really know how to treat your customers? You may think you do but Marie Cross takes it to an entirely different level in this book. There are lots of golden nuggets on how to not only please your customers but REALLY make their day. This is based on years of experience that Marie has in training front line staff at some of the most customer-focused organisations. Read this book if you want to deliver stellar customer service!
Aarif Merali
“Packed full of great advice”
“I’ve just read your book from cover to cover – congratulations! It’s packed full of great advice. A must read for customer service professionals, but everything in there is equally applicable to life in general, so it’s a great read for everyone!”
Susie Lotherington
“Must Read Book”
I’ve just finished reading this excellent book by Marie Cross. This is a ‘must read’ for anyone who has a role in communicating with customers (via the telephone or face to face). An easy to read book given many fantastic tips to, not only WOWing your customers but making your role more satisfying and enjoyable.
Sue Morris
“Stand Out From the Crowd”
Many businesses essentially offer the same products and services as their competitors, and it’s the way you make your customers feel that makes them come back to you. This book is the perfect way to make sure you know what to do in your business to stand out from the crowd. Lots of ideas and techniques are clearly explained so you can consider and implement each in turn. Thoroughly recommended!
Liz Baranov
Great News For Frontline Teams & Leaders
84% OF most customer buying decisions are entirely EMOTIONAL…
Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.
Latest Blogs
You can’t manage what you haven’t measured!
There’s no truer quote than “You can’t manage what you haven’t measured” particularly when we’re talking about the effectiveness of staff training, agreed? Here at
Recruiting the right customer service representatives
Recruiting the right customer service representatives (CSRs) is critical for any organisation, as these employees are often the frontline of your organisation and play a
Why customer experience consistency is key to growth
In today’s competitive market, ensuring customer experience consistency across many channels is critical for business success. Being consistent with your customer experience builds trust, fosters
Latest News
Awards International recognition
October 2024: We are thrilled to announce that Marie has been honoured with a special award by Awards International in recognition of her eight years
Our Service Guarantee
We work to a set of key principles which underpin our training solutions and always aim to deliver on the same set of promises for each of our valued customers. The FIT Service Guarantee is summarised as follows.
