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 […]
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 […]
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 […]
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 […]
NEWSFLASH! The FIT Team are speaking up…..
OK, if you know the team at First Impression Training well, you’re now likely thinking “WHAT? the FIT guys never STOP speaking up…. …..about their passion for helping us become better than we are already! …..about their obsession with us all striving for service excellence! …..about their insistence that we all recognise our frontliners as […]
