Why your brand ambassadors need to be out on the front line
You may well find that you have staff who are competent on the phone with customers, but that they’re conversing in a way that doesn’t fit with your values. This often happens when staff have been in the same role for a long time and have become a little complacent, operating on auto-pilot, engaging with […]
Introducing the FISH! philosophy into your contact centre
I’m a Piscean, so maybe that’s why I have a particular soft spot for the FISH! Philosophy and its approach to customer satisfaction, which all began with Fish: A Remarkable Way to Boost Morale and Improve Results (2000) by Stephen C. Lundin, Harry Paul and John Christensen, inspired by the real-life Pike Place Fish Market […]
Every little helps – not for Tesco it seems!
What’s the most important factor in your business? Now that’s a question. Is it… …your staff? …your location? …your customers? I bet you’re wondering what the right answer is aren’t you? Well, you’ll be pleased to know, that it’s all of them. If you want your business to be as successful as it can be, […]
Ensure you achieve best return on your training investment
If you’re going to make any investment in people development and training for your staff, you need to measure the resulting value, otherwise you can’t manage it. There are numerous ways to do this, including pre and post-training employee surveys, customer satisfaction questionnaires and ‘mystery shopping’ activities, where managers can ring in pretending to be […]
Developing true brand ambassadors
Firstly, from all the FIT team, we wish you a very happy and prosperous new year. As we look ahead into 2015 and begin to draw up our plans for the year we thought it appropriate to refresh our minds on what we can do to ensure our teams remain successful over the next 12 […]
FIT helps Legal & General to award success
First Impression Training are celebrating with our client, Legal & General, after they won the coveted Insurer Claims Initiative of the Year category at the Insurance Times Awards (Tuesday 2 December 2014) at Battersea Evolution. Competition for the award was fierce, as the other finalists were Ageas, Allianz – Pet Plan, AIG and Covéa Insurance. […]
Don’t forget your star performers
You’ve got to nourish and nurture your people in order to keep them! There’s a lifespan for every role in business, including customer service. Although we know it’s inevitable that staff will eventually move on, you need to make sure that your very best staff stay with you for the long term. That’s why you […]
Improve customer care through effective recruitment
Recruiting customer service staff presents several unique challenges. More than anything else, customer service staff need to be a good fit with the organisation – there cannot be a divide between those running the business and those delivering its customer service experience. It is worth remembering the old idiom “people buy from people”. It’s important […]
Why meaningful goals are key
It’s important to have goals and targets – in business and in life – and setting meaningful Key Performance Indicators (KPIs) in the customer service setting is the key to going the extra mile for clients and getting the most out of customer service training and people development. KPIs are the goals used to measure […]
Is this a peek into the future of customer service?
Have you seen the Facebook video of the 4 year old boy acting out an inbound customer service call? If you haven’t we’ve added a link below and, whilst this should bring a smile to your face, we couldn’t help but wonder if there was a deeper message here for UK business. About 10 years […]
