We’re judging again in 2018!

We’re delighted to announce that Marie has been invited to join the judging panel at this years UK Customer Experience Awards. Now in its incredible 9th year, the UK Customer Experience Awards has grown exponentially to become the biggest CX event of its kind in the world. This year it’s back with 22 all-inclusive categories […]

Updated Privacy Notice

The time is almost here! New GDPR privacy rules apply from 25th May 2018 so, whilst we’ve resisted the urge to run round the office screaming “We’re all doomed” we do need to update our Privacy Notice to remain within the legal requirements. If this is the kind of thing that really floats your boat […]

Just When Is Customer Service Appropriate?

customer service

When is Customer Service appropriate? I appreciate this may sound like a silly question so, to qualify it a little further… at what stage in the customer journey should service be “delivered” to our customer? Still not sure what I’m on about? Well, when most of us think about service it tends to be in […]

Snatching failure from the jaws of success

success failure

Our accountant is part of a rare group of financial experts who actually understand the challenges and tribulations of small business owners like me. He’s a member of our entrepreneurs group (that’s how we hooked up) and he’s made it his business to develop his service offering to meet the specific needs of his existing […]

NHS Behaving Badly?

nhs badly

Our beloved NHS receives a lot of negative press these days primarily around it’s failures to deliver adequate primary services, reduced care in key health areas such as mental health, increasing waiting times and so on. This negative focus extends to GP surgeries, out of hours services, ambulance and emergency services – it’s a constant […]

My Husband (and Business Partner) Left Me on Valentines Day

my husband

I’m writing this week’s FIT Bits on the evening of Valentine’s Day – sitting on my lonesome in the office, feeling very sorry for myself and a little unloved to say the least. My husband (who, as many of you know, is also my business partner) has deserted me, or rather chosen to spend the […]

Why Great Team Leaders Are The Best Thing Since Sliced Bread

great team leaders

You know the mistake many businesses make is that they take their best customer service representative, or telesales executive, and they promote them to team leader because they’ve done such a great job as a CSR or telesales exec. Yet these are two completely different mindsets, two completely different skillsets or, for want of a […]

FIT Finalists for Business Enabler 2017

Sooooooo excited to discover that, today, the FIT team have been shortlisted as finalists in the Best Business Enabler category at the Entrepreneurs Circle 2017 Awards. What’s really cool about this recognition is that it’s specifically for our recently launched online Ultimate Customer Service Training Programme designed to help small and medium sized businesses create […]

Emotional Value – how do you make your customers feel?

great team leaders

I’m a big fan of Colin Shaw (Founder & CEO of Beyond Philosophy) and I can’t think of a single article he’s written or blog he’s posted where I haven’t silently screamed (in excitement not anger you understand!) “YES! YES! YES! indeed Colin – exactly what I’ve been waxing lyrical about for near on 40 […]

Make Sure You Have The RAO Factor?

emotional factor

Being a brand ambassador means you have to take full responsibility, accountability and ownership for everything that you say and do on behalf of the company you represent. This means having to take the rap for someone else’s error, or having to accept blame for another department’s mistake from time to time. Even when the […]

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