Well That’s Just Rude!
During our travels we come across a lot of examples of outstanding customer service – so it always comes as something of a disappointment when we discover others (thankfully in the minority) that defy all best practice rules leaving you wondering; a) how those individuals ended up in a customer-facing role b) how those companies […]
Are You A Fool?
“Only a fool learns from his own mistakes. The wise man learns from the mistakes of others.” (Otto Von Bismark) I love this quote and it’s so true, especially in the world of customer service. Considering the wealth of research that has been carried out about customer service both in the US and the UK […]
I Don’t Trust You!
‘People buy people.’ We’ve heard it all before. We know that people buy from people they know, like and trust before throwing cash and custom at someone who has never invested in forming a relationship with them. The objection we all have to face head on when in the process of winning customers is the […]
Pants Passwords – Pass Them On!
Working in a highly compliant, data-protective and highly regulated environment as so many of our lovely clients do, you may be interested in the following article from a recent blog in the brilliant Huffington Post where they cite the most popular (and worst) password combinations we users adopt in our workplace which, from a security […]
Ladies and Gents – a round of applause for our new apprentice
The FIT team have just got a little bigger (no, not by eating too many mince pies at Christmas!) but by hiring their new Apprentice… ..which is me! My name is Ellyse, I’m 16 and I am from Detling, near Maidstone in Kent. I am ecstatic to be David and Marie’s Apprentice – already I […]
Are your senior managers engaging with your teams?
Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in the company’s future. What values and beliefs do […]
FIT recognised for training excellence at ECCCSA 2015
Once again the FIT team are back in the limelight having successfully been shortlisted as finalists within the 2015 European Contact Centre and Customer Service Awards (ECCCSA). The category is one that lies at the very heart of all that we’re about here at FIT – Customer Service Training Programme of the Year – and is a huge endorsement […]
FIT win in 2016 UK Corporate Excellence Awards
Following months of research and judging First Impression Training Ltd has been named a winner in Wealth & Finance International’s UK Corporate Excellence Awards 2016. The ‘2016 UK Corporate Excellence’ awards were launched to acknowledge the successes and continued brilliance of companies of all sizes. Whether single office firms, or the largest of international conglomerates, these […]
How happy are your people?
It’s a sad fact that the happiness of staff often takes second place to the organisation’s demand for results. We need a committed and resilient workforce – people who have the ability to cope with everything from disgruntled customers to demanding team leaders – so our staff’s ability to handle stress is often a much […]
What does a “remarkable customer experience” really mean?
The way you engage with your customers and prospects is crucial in delivering a remarkable customer service experience and creating customer loyalty. It’s a tough marketplace out there and customers are increasingly picky about who they’ll do business with. The only true differentiator in any business is the experience that customers get when they interact […]
