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About First Impression Training

First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way your people interact with your prospects, customers and each other to encourage the win-win.

We're customer service, sales & leadership training specialists

We specialise in developing the talent that exists within both sales and customer service teams working in frontline operations, from the multimedia customer contact centre to the small, traditional telesales or customer service department. You benefit from our expert knowledge and direct experience of working within this unique environment.

We create and deliver uniquely designed training solutions

As we recognise that our clients are all different, a one-size-fits-all training and development solution for teams and/or leaders hardly seems appropriate in terms of matching our customers’ needs! We therefore work closely with you from the outset, to fully understand your business culture, products and services, as well as the needs of your customers.

Then we take time getting to know your people, so that we’re able to deliver a uniquely designed and tailored learning solution for the team and/or the leaders that meets both your people’s development objectives and your business goals.

We offer a wealth of experience across UK businesses

We’ve got a formidable reputation for having truly practised what we preach! All our training solutions are based on real ‘holes in hands’ experience within a broad range of organisations, so we can identify and relate to the many issues and challenges facing today’s telebusiness operations.

We don’t talk strategy or theory – we believe in a ‘sleeves rolled up’ pragmatic approach, so that we make it real, for your people and your business. We’re all about delivering positive change where it matters – to the frontline!

We proactively support you to achieve 'stickability'

Upon implementation of any FIT solution, we seek to transfer our knowledge to your Leadership community – through our Management Mentoring scheme; Coaching Winners and Train the Trainer accreditation processes.

Our aim is to provide you with the independence and “know-how” to continually develop the FIT learning into business as usual, in order to achieve that ‘stickability’ factor and secure an effective return on your training investment.

We're celebrating our 20 year anniversary 🎂 🍾 🎈

Yes, First Impression Training was formally incorporated on Feb 14th 2001 and, this year, we’re celebrating our 20th birthday. It’s been a roller-coaster ride and we’re so proud to be supporting some of the UK’s most forward-thinking sales and service leaders across a wide range of business sectors.

Click the video below to see some of our milestone moments ever since we started out on Valentines Day 2001.

Marie says...

Martin Prior of FujiFilm once referred to us as ‘the best kept secret in the training industry’ and we thought that was a huge compliment.

We’re more well known now, although we’re still very proud of our reputation in the marketplace – we may still be small in size but we have a big pedigree thanks to clients like FujiFilm!”

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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

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

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

VM, Reservations Consultant

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

“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

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!

“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

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

“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

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

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!

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!

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!

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!

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!

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.

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

“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.