About First Impression Training

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

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

“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

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

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

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

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

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!

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

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

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

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!

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!

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

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

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!

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.

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!

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!