How emotionally FIT and healthy are your staff?
I read a fascinating paper recently from Puzzel (www.puzzel.com) who conducted a survey focusing on how much emphasis customer service leaders and managers place on the experiences and welfare of their frontline staff in the quest to improve customer experience. The survey focused on 6 questions and the responses were very interesting, with 35% of […]
What do Dragons, Boxing and Boris have in common?
I’ve mingled with them all this last week, albeit in a roundabout way – apart from a dragon that is, because I properly mingled with one of those this week…. Firstly, we spent the evening in the company of the legend that is Frank Bruno on Tuesday evening, when he co-hosted the European Contact Centre […]
I’m a celebrity – don’t ever get me out of here!
I was blown away this week when I received an email from the lovely Paul Ainsworth, Editor-in-Chief of Customer Experience Magazine, who told me he was thrilled to announce that I’ve been shortlisted for their upcoming Top 50 CX Stars feature. As one of a select group of shortlisted candidates, the list has been compiled […]
It doesn’t get more controversial than this…
Well you know me – I like to start the New Year with a bang and what better way to grab your attention at the start of this new decade than talking about something properly controversial this week. Two controversial subjects actually – Religion AND women reigning supreme! Have I caught your curiosity yet? Have […]
How DIRTY is your language?
Were you aware that saying things like ‘don’t worry’, ‘bear with me’ and ‘sorry to keep you waiting’ (all common phrases within frontline operations like yours) are setting you off on the wrong foot, before you even begin to influence how your customer feels about your organisation? WHAT you say and HOW you deliver your […]
Your 30-minute FREE online Training Event
Here at FIT, we are all about helping you deliver world class customer service, so you can differentiate yourself from the competition. This week we are taking the word VALUE to a whole NEW LEVEL. I’ve recently created an online training event, which is jam packed with practical, useful & helpful CX strategies, which you […]
Double your appointments in just 15 minutes!
Telephone sales and appointment setting remains one of the most productive and cost-effective methods of reaching new clients for many businesses – but only if you have properly trained people representing your brand at the other end of the ‘phone! Many of you will know that, here at FIT, our trainers have all walked their […]
What Contact Centres are Doing in 2018
Those very clever people at Call Centre Helper have just produced a fascinating report following a survey amongst 350 contact centre professionals – the aim is to capture a snapshot of exactly what contact centres are doing right now! Some of the stats that intrigued us the most included; The NPS fad is fading! Down […]
FIT Comes of Age on Valentines Day
We’re feeling incredibly emotional this morning, in more ways than one, although all of these emotions are happy and positive ones because….. 18 years ago on 14th Feb 2001, we launched our beautiful little company, First Impression Training Ltd and today, after a journey of relentless hard-slog, sweat and (many) tears, we have finally come […]
Why Would You Pay £197 For a Cup of Coffee?
A colleague of mine recently attended a Mastermind meeting – a regular get together he has (just like I have with my Mastermind Group at the Entrepreneurs Circle in Birmingham), except his meetings are held in a local hotel, usually with pretty good facilities like Wifi and onsite parking and on this occasion, one serving […]
