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 FIT we’re passionate (some say, obsessed) about developing the potential of frontline teams and leaders, helping them to show up & stand out from others in their busy field – […]
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 key role in shaping customer perceptions and satisfaction. How they communicate largely determines how a customer FEELS about your business. It makes perfect sense, therefore, that effective recruitment practices are […]
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 loyalty, and enhances the overall customer experience, which in turn drives repeat business and positive word-of-mouth referrals. When customers know they can expect the same high level of service each […]
Onboarding new Customer Service team members – a best practice approach
Onboarding new customer service team members effectively is crucial for any organisation, especially when they’re in customer facing roles where first impressions matter. A well-executed onboarding process can lead to higher employee satisfaction, reduced attrition and improved customer interactions. Sadly it’s still fairly common for new customer service recruits to be “thrown in at the […]
Leveraging customer complaints for service improvement
In the fast-paced world of business, customer complaints are often viewed as a nuisance—a thorn in the side of otherwise smooth operations. However, savvy businesses know that complaints are not something to be ignored or swept under the rug. In fact, they can be a powerful tool for driving service improvement and building stronger customer […]
Balancing training vs productivity
Training vs productivity Today, let’s tackle a topic that’s crucial in today’s ever-evolving digital landscape: training staff on new technologies without sacrificing productivity. As businesses continue to embrace technological advancements, it’s essential to ensure that your team is equipped with the knowledge and skills to leverage these tools effectively. However, the challenge lies in providing […]
Building a customer centric culture from the top down: The Leaders role
We live and work in a world where customer expectations are higher than ever. It’s generally acknowledged that those organisations who successfully rise to the challenge of building a customer centric culture from the top down will significantly increase their potential for future survival and growth. At the forefront of this cultural transformation are the […]
Tackling absenteeism in the workplace
Understanding Causes, Impacts, and Solutions of absenteeism in the workplace I was struck by a recent headline stating that Rishi Sunak wants to strip GPs of their power to sign people off work as part of a plan to tackle what he calls the UK’s “sick-note culture”. The prime minister claims benefits have become a […]
Caring at the Core: Elevating Mental Well-being on the Frontline
This week I’d like to highlight the importance of elevating mental well-being amongst our frontline brand ambassadors in the pulsing heart of customer service, where every interaction can swing from delight to despair, our frontline agents stand as the first and last line of defence in the battle for customer satisfaction. Yet, in this noble […]
It’s Women’s History Month
As you may know, the month of March is Women’s History Month and last Friday marked one of THE most special of March days this year, with International Women’s Day, which has been observed and celebrated as a special day for women across the globe, for more than a century. AND with Mother’s Day in […]
