About First Impression Training
Real experience. Practical customer service training.
First Impression Training (FIT) was founded on a simple belief.
Customer experience is shaped in everyday conversations.
Since launching in 2001, we have worked with organisations across the UK to improve customer service, sales performance and frontline leadership through practical, results-focused training.
How we improve customer experience through consultancy
We believe in long-lasting training which results in real change.
Our approach is built around creating lasting behavioural change across frontline teams and leaders, making you stand out from your competitors by:
We also work closely with your internal teams to embed learning into day-to-day operations, helping you sustain results long after the training is delivered.
Book your no-obligation clarity call
Talk to us and push your CX to the next level.
Our three core result areas
1
Enhanced Employee Experience
2
Enhanced Customer Experience
3
Enhanced Operational Excellence
Built on real frontline experience
Everything we do is grounded in real-world experience.
Our team has a breadth of experience within a variety of customer service and sales environments, so we understand the pressures your people face every day.
That is why our customer service training focuses on what actually happens in conversations, not theory or generic frameworks.
We take the time to understand your business, your customers and your people, then design training that fits your environment and delivers measurable results.
Trusted by...
Our founders, Marie and David Cross
Marie and David founded FIT back in 2001 and haven’t looked back!
Having been married since June 1991, they took the risky move of setting up business together and it’s safe to say things have gone from strength to strength.
Marie has a rich history of customer service and training experience, working as a consultant for Bupa and the Procter Consultancy before later embarking on a
freelance career. She’s also a master hypnotherapist!
David has been in sales management and business development for over 30 years. He is passionate about the emotional side of CX, and creating memorable moments through conversations. David has been described as a cross between David Brent, Johnny Vegas and Robbie Coltrane (though we’re not sure how he feels about those comparisons!)
Get in touch with FIT
It’s time to work towards CX that sets you apart from your competition… let’s talk!