FIT Service Guarantee

We work with clients all over the UK, from large corporates to small businesses, across many sectors and with a diverse range of sales and customer service objectives and needs. We work to a set of key principles which underpin our training solutions and always aim to deliver on the same set of promises for each of our valued customers. The FIT Service Guarantee is summarised as follows;

Quality - We will:

Always ensure that the FIT Consultants selected to work with you have practical, relevant knowledge and experience so they are ideally placed to help you achieve your goals
Take time to better understand your business through the FIT Healthcheck so that we can contextualise the learning solutions for highest possible impact with your people.
Ensure the techniques and ideas we share with your telesales and service teams are immediately transferable into their day to day conversations with your customers so you can start to experience the benefits immediately.
Encourage input from all team members and managers to share ownership of the learning piece throughout the organisation.
“Tell it like it is”. We will always maintain an open and honest relationship with you, our customer, because we believe this is the best way to remove the barriers to your success.

Value - We will:

Guarantee a practical and and pragmatic approach to your learning & development needs and objectives. To quote one of our customers “FIT don’t waste time delivering strategy papers”. We adopt a sleeves-rolled-up practical approach to skills development and behaviour change that will create an immediate return on your training investment.
Maintain a flexible approach at all times that keeps the training relevant and adaptable to the wide range of challenges facing your teams and leaders.
Work with your Team Leader and Training communities to ensure the learning is integrated into your internal development programme from recruitment to coaching and mentoring thereby ensuring consistency and improved performance throughout your business as usual activities.
Help you develop a suite of performance tools and behaviours designed specifically to accurately measure the effectiveness of the training and the return on your investment.

Marie says...

“We’re so confident that we can help you to enhance the skills and behaviours of your frontline staff to deliver a positive memorable experience for your customers, that we’ll do whatever it takes to make it happen – all we ask is that you and your team provide the same level of commitment, motivation and energy to get us all there!”

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“Entirely Different Level”

Do you really know how to treat your customers? You may think you do but Marie Cross takes it to an entirely different level in this book. There are lots of golden nuggets on how to not only please your customers but REALLY make their day. This is based on years of experience that Marie has in training front line staff at some of the most customer-focused organisations. Read this book if you want to deliver stellar customer service!

Aarif Merali

“Must Read Book”

I’ve just finished reading this excellent book by Marie Cross. This is a ‘must read’ for anyone who has a role in communicating with customers (via the telephone or face to face). An easy to read book given many fantastic tips to, not only WOWing your customers but making your role more satisfying and enjoyable.

Sue Morris

“A Game-Changer!”

I recently had the pleasure of reading “Make their day – Awesome Ways to Wow Your Customers”, by the wonderful Marie Cross, and I must say, it’s a game-changer for anyone in a customer-centric role. ✨

One of the aspects I particularly liked about the book is its wealth of practical examples that can be easily applied in real-world scenarios.

As Marie would say: “It ain’t rocket science, you know!” By putting yourself in the customer’s shoes, you can better anticipate their needs and exceed their expectations.

Milana Ciric

SB, Learning & Development Consultant HQ

This was an excellent course that was motivational and inspiring. It was good to see different approaches and new ways to train and has given me lots of new ideas and skills to take back to the training room. Good to be a delegate for a change!

DB, Training & Development Manager

An excellent balance of energy and real-life examples, which gave credibility to the programme and got everyone’s buy-in. Energetic, engaging and totally focused on the specific needs of our business

CF, Customer Experience & Retention Manager

First Impression Training provided the knowledge, expertise and passion to design and deliver a programme that helped us to exceed our targets and embed retention throughout the organisation.

TB, Technical Support Manager

A very well presented and thought out training solution. FIT had researched our business and this L&D initiative very well and this was reflected in the way the training was delivered

SH, HR Director

I’m an experienced HR and training professional who has been involved with many L&D initiatives such as the one First Impression Training are undertaking for us – and I’ve nothing but positives to feed back to them – utterly brilliant, amazing and spot on for our business needs and most importantly, for our people on the frontline

TF, Receptionist

Best training workshop I’ve attended and would recommend it to others. Trainers were excellent – very friendly, made everyone feel at ease and made the workshop really interesting and interactive. Wouldn’t change anything – just to say, thank you and keep up the excellent work!

CH, Project Manager

The course was excellent – It gave us all many new tools and skills to use during our daily conversations and in our lives outside work. I would certainly recommend this course to anyone that works within a Call Centre environment

BG, Head of UK Telemarketing

As a Manager responsible for a UK sales operation, I firmly believe, even in this age of electronic technology, that people still ‘buy’ people. The FIT team demonstrated a level of professionalism and enthusiasm that was entirely infectious and enjoyable and it would be a brave decision indeed to ignore the capabilities that this organisation has to offer

FR, Service Engineer

Very lively, interesting and informative. Fact it was so interactive kept our interest levels high. Also, the fact that FIT make communication easy on a personal level, there was good connection between the team as a result – thank you for all your efforts!

LG, Team Leader

Excellent workshop – very upbeat and held the attention of all delegates throughout. I personally learnt a lot, even though I’ve been in the industry for some years. The whole team learnt some very useful tools for the future that can be used in both business and life to increase their success

LH, Service Manager

Excellent Trainers who made the learning fun, enjoyable and gave real examples to back up their excellent theory. I have learned skills to use in both work and personal life – thank you!

MV, Continuous Improvement Consultant

The training you provided has been the most successful training we have ever rolled out and the staff really appreciated the investment far more than we could ever have anticipated! The FIT training featured as a highlight on the recent annual staff survey, so a fantastic result AND we have had great feedback from customers re the customer centric approach we’re now adopting in our Complaints Team – thank you so much!

“Packed full of great advice”

“I’ve just read your book from cover to cover – congratulations! It’s packed full of great advice. A must read for customer service professionals, but everything in there is equally applicable to life in general, so it’s a great read for everyone!”

Susie Lotherington

DS, UK Training Manager

FIT showed us the importance of coaching when it comes to embedding new skills and changing behaviour – this was the critical success factor for our programme and without it we would not have achieved our goals. We were also so impressed with their energy we will be inviting FIT back!

VM, Reservations Consultant

I am totally encouraged – we were given training on how to be better, more positive, customer focused sales consultants!

“Stand Out From the Crowd”

Many businesses essentially offer the same products and services as their competitors, and it’s the way you make your customers feel that makes them come back to you. This book is the perfect way to make sure you know what to do in your business to stand out from the crowd. Lots of ideas and techniques are clearly explained so you can consider and implement each in turn. Thoroughly recommended!

Liz Baranov