Offer a Choice and Influence their Decision
Last week we identified some of the customer service challenges we all face as technology advances, interactive and automated platforms increase and improve and our customers expectations are raised ever-higher. But if we’re all using similar tools like social media, apps, live chat, forums etc. then it very quickly becomes the “norm” for customers. The […]
The Robots Are Coming – Save Yourselves!
Given the nature of what we do for a living it’ll come as no surprise to learn that we receive a lot of sales and service related blogs, articles and other information sources announcing how the world of customer service is about to turn on its head. One of the big buzz-phrases of 2016 was […]
Measuring customer loyalty = cash in the bank
If you’re a regular reader of our posts you’ll know that we often talk about the essential need to improve customer loyalty to ensure they keep coming back and spending money with you time and time again. Done well it creates a real win-win – for your customer who feels valued and enjoys the experience […]
Happy Chickens Lay More Eggs
Have you had an influx of new customers lately? Are they knocking your door down? Are your phones ringing off the hook with new business? No? Well, let me ask you. How happy are your customers? You don’t know? Let me tell you, you would know if they were happy. You’d know because you would […]
Would the Real Sales Lady Please Stand Up
Apologies for the wanton sexism, but I couldn’t resist the title! On the occasions I have been into sales-focused Contact Centres, it has often crossed my mind to ask why everyone is sitting down all the time. I’m not implying that the people are lazy, don’t get me wrong. I just think it’s odd. Personally, […]
Little Things That Can Make A BIG Difference
No, I’m not talking about myself although us “five-foot-somethings” are useful and effective little people! I’m thinking something more along the lines of the Tesco related strapline of ‘Every Little Helps’ – and here at FIT we are real advocates of those 1%’ers that add up to making a 100% difference in your business. This […]
Why You Need Training Agreements
I’m sure you’ve heard the old adage that says “What if I train my people and they all leave?” to which the tried and tested response is always “What if you don’t and they stay!”. It serves as a reminder that, whilst developing the right attitudes and behaviours is critical to building a successful culture […]
FIT Telephone Role-Play Kits – Now Available for Purchase or Hire
We’re delighted to announce that FIT has become an approved reseller of the Phonecoach range of telephone role-playing equipment. Role-play is a vital ingredient in upskilling your frontline call-handlers. Whether you’re managing inbound, outbound, sales or service teams telephone role-play kits are an essential tool to help them develop winning call recipes to WOW your […]
Top 15 Self-Help Mistakes to Avoid
Online Self Help options are increasingly common place in todays customer service mix – new channels and platforms offer greater opportunities for customers to transact business with us quickly and efficiently without the need to contact the traditional telephone service agent. Inevitably this leaves traditional voice-based interactions with a changing environment and almost certainly more […]
We’re recruiting…very special trainer required
You know what we’re all about here at FIT – we’re passionate (some say obsessed) about peoples’ potential! Our team of talented consultants have all truly walked their talk, from entry level upwards within the call & contact centre industry and their collective experience spans over a hundred years – so the team really do […]
