Developing your people to enhance your customers experience
We’ll help you build positive customer relationships, enhance employee engagement and ensure your Brand Ambassadors deliver remarkable customer service & achieve outstanding sales performance every time.
First Impression Training (also known as FIT) specialise in developing the hidden gifts and talents of your frontline customer service and telesales teams, through tailor made learning & development solutions designed to enhance your customers’ experience.
Whether your team is just a handful of sales or customer service specialists or a 500+ seat call centre or multi-media contact centre operation, our innovative solutions will provide your people with the skills, techniques and behaviours guaranteed to enhance customer perception of your service.
Do you want to…
- ...build a new telesales team or customer service centre from scratch into a high performing operation?
- ...re-energise the performance of your existing inbound or outbound telesales team to achieve better results?
- ...positively influence the behaviours of your people to become the truly memorable voice of your brand?
- ...enjoy sustainable returns on your training investment?
If you answered yes to any of these questions, then take a look below and click on your area of interest, because we can help you develop your people to deliver where it counts – to the bottom line!
Solutions For
Customer Service Teams
Empower your people to deliver great customer service and become true Brand Ambassadors on your frontline
Telesales Teams
Enhance the skills, behaviours and performance of your inbound or outbound telesales teams
Team Leaders
Develop your Team Leaders & Managers to become the driving force in your frontline operation
Trainers & Coaches
Build on the knowledge and skills of your Trainers & Coaches to guarantee your long-term success and return on investment
“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
“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
“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
Great News For Frontline Teams & Leaders
84% OF most customer buying decisions are entirely EMOTIONAL…
Appeal to those emotions and discover how you can turn satisfied customers into real raving fans who’ll keep coming back, spend more and recommend you to others.
Latest Blogs
Who doesn’t love Dolly Mixtures?
I absolutely LOVE Dolly Mixtures – always have, always will 💖 Which is a good job really, because when it comes to MIXTURES, we’re definitely
The power of positive self-talk
This week I’m shining a light into the power of positive self-talk. According to the National Science Foundation, an average person has around 60,000 thoughts
21 daily disciplines for an AMAZING 2023
Here’s our list of 21 daily disciplines to help you achieve amazing results in 2023. They say it takes 21 days to make or break
Latest News
Trust and Transparency
Trust and transparency – that was the theme of our wonderful client’s annual Customer Conference last month, held at the equally wonderful Black Country Living
Our Service Guarantee
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.
