Ladies and Gents – a round of applause for our new apprentice
The FIT team have just got a little bigger (no, not by eating too many mince pies at Christmas!) but by hiring their new Apprentice… ..which is me! My name is Ellyse, I’m 16 and I am from Detling, near Maidstone in Kent. I am ecstatic to be David and Marie’s Apprentice – already I […]
Are your senior managers engaging with your teams?
Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in the company’s future. What values and beliefs do […]
How happy are your people?
It’s a sad fact that the happiness of staff often takes second place to the organisation’s demand for results. We need a committed and resilient workforce – people who have the ability to cope with everything from disgruntled customers to demanding team leaders – so our staff’s ability to handle stress is often a much […]
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 […]
What does a “remarkable customer experience” really mean?
The way you engage with your customers and prospects is crucial in delivering a remarkable customer service experience and creating customer loyalty. It’s a tough marketplace out there and customers are increasingly picky about who they’ll do business with. The only true differentiator in any business is the experience that customers get when they interact […]
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 […]
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 […]
