Why You Need Training Agreements
I’m sure you’ve heard the old adage that says “What if I train my people and they all leave?” to which the tried and tested response is always “What if you don’t and they stay!”. It serves as a reminder that, whilst developing the right attitudes and behaviours is critical to building a successful culture […]
FIT Telephone Role-Play Kits – Now Available for Purchase or Hire
We’re delighted to announce that FIT has become an approved reseller of the Phonecoach range of telephone role-playing equipment. Role-play is a vital ingredient in upskilling your frontline call-handlers. Whether you’re managing inbound, outbound, sales or service teams telephone role-play kits are an essential tool to help them develop winning call recipes to WOW your […]
Top 15 Self-Help Mistakes to Avoid
Online Self Help options are increasingly common place in todays customer service mix – new channels and platforms offer greater opportunities for customers to transact business with us quickly and efficiently without the need to contact the traditional telephone service agent. Inevitably this leaves traditional voice-based interactions with a changing environment and almost certainly more […]
We’re recruiting…very special trainer required
You know what we’re all about here at FIT – we’re passionate (some say obsessed) about peoples’ potential! Our team of talented consultants have all truly walked their talk, from entry level upwards within the call & contact centre industry and their collective experience spans over a hundred years – so the team really do […]
Brexit and the Customer Experience – What Now?
At the ripe old age of 53, I’m old enough to have experienced many “boom and bust” periods in the UK economy – house price rises and crashes, stock and share indexes up and down like a brides nightie, inflation and deflation, strong and weak currency, credit boom and crunch, rising wages and wage freezes, […]
A huge shout out for top banana Apprentices
OK, I appreciate we haven’t all had a good experience of our future talent pool of leaders, movers and shakers in the guise of a young intern or apprentice of late, although I’m about to prove you can’t tar them all with the same brush…. First Impression Training has recently started working with a local […]
Thumbs Up to Millennium & Copthorne Hotels – We’ll Be Back!
Most of you know how passionate (some say obsessed) I am when it comes to customer service in this country – and you also know I’m on a mission to both name & shame, as well as congratulate & big up those organisations that act as good and bad exemplars in their field! So this […]
What’s Your Definition of Great Customer Service?
Pondering on this, as I often do in my line of work, I decided to use Google to investigate what people in UK business consider to be the definition of great customer service. Bizwatchonline came up with: “Excellent customer service is the process by which your organization delivers its services or products in a way […]
I’m Tearing My Hair Out!
I’ve just been on hold to the tax office for the last thirty five minutes and I have been inspired to write a blog. I know that my “call is important” to them and that “all operatives are helping other people”, but I really, really, really want to get my problem sorted. It’s my money! […]
CEO – Clueless Executive Officer!
I’ve just read a very interesting report by the Institute of Customer Service that claims CEO’s just haven’t the foggiest when it comes to what customers want. Worse still, it also seems that some of them wouldn’t know how to deliver good customer service if you told them how either! The survey entitled ‘Leading by […]
