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 […]
Have a break – have more than a KitKat!
It’s a short week for me this week, so this week’s post is going to follow suit… I guess I’m not the only one feeling a little deflated right now with the very sad news about the demise of our beloved “Tommy” Cook this week. Among all the wretched and sensationalised Brexit news (which frankly […]
Poetry in Motion
Yesterday was National Poetry Day and BBC Breakfast trumped again in the ‘fascinating’ ratings with their feature on the power of rhythmic prose when it comes to managing stress, anxiety and even depression. Apparently, poems can help people to express thoughts and emotions, in clever and relatable ways, referred to by Anthologist Ana Sampson as […]
Silence is golden – until the winners are announced
During last week’s final of Britain’s Got Talent: The Champions, presenters Anthony McPartlin and Declan Donnelly suddenly silenced the proceedings to introduce ITV’s mental wellness campaign, created by Uncommon Creative Studio. Ant & Dec shared the fact that anxiety and depression in children has almost doubled over the last 10 years. 1 in 10 children […]
State of our nation – and Brexit isn’t to blame!
Having had a few really positive and vibrant weeks, both professionally and personally, I’ve been brought down with a super huge bang these last couple of days, while preparing Marie’s Mumblings for this week’s blog…. Scouring through the World Wide Web (and other interesting artefacts) in the hope that I can share some more of […]
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 […]
