Leveraging customer complaints for service improvement

Supermarket complaints

In the fast-paced world of business, customer complaints are often viewed as a nuisance—a thorn in the side of otherwise smooth operations. However, savvy businesses know that complaints are not something to be ignored or swept under the rug. In fact, they can be a powerful tool for driving service improvement and building stronger customer […]

Managing our time with different ways to say No!

No no no

Let’s face it – we’re ALL busy and finding ways to say no can be a constant challenge! There’s NEVER enough hours in the day to get everything done we’d like to get done. We’re all doing the best we can with the resources we have available, in this moment, although sometimes, our workloads can […]

A Story About Remarkable Customer Service – from a Leading Hotel Chain

Premier Inn logo

Sadly, it’s not very often we hear about great news stories when it comes to someone having received ‘remarkable’ (Purple Cow style) customer service (especially in the UK), is it? Indeed, as the studies prove, if we receive good service, we’ll tell around 5 people, whereas if we receive bad service, we’ll tell an average […]

16 ways to say NO!

Hand no

MANAGING OUR TIME WITH DIFFERENT WAYS TO SAY “NO” Use the Tape Technique for positive ways to say NO!  Focus your conversation on the positives / the can do’s FIRST! 1. “Yes, I can certainly look at that for you, although it will have to be in (abc timeframe) once I’ve completed this (xyz deadline) […]

Why customer service emails are like a fine wine

red wine 1708789 1920

Let’s face it, we all know that, no matter how technologically advanced we become in this crazy AI world we live in, customers will ALWAYS want to interact with a real human being at some point, especially if their enquiry or query escalates into a ‘situation.’ And you & I also know that human interaction […]

Are you a Stretch Armstrong?


The man, the myth, the legend. For many, Stretch Armstrong still brings back many happy childhood memories Trying to see how far this large gel-filled, and quite frankly, tormented action figure would stretch was the name of the game. You only have to type Stretch Armstrong in on YouTube and you’ll find an array of […]

FIT Comes of Age on Valentines Day


We’re feeling incredibly emotional this morning, in more ways than one, although all of these emotions are happy and positive ones because….. 18 years ago on 14th Feb 2001, we launched our beautiful little company, First Impression Training Ltd and today, after a journey of relentless hard-slog, sweat and (many) tears, we have finally come […]

Hello from the FIT Apprentice


On Monday 4th January 2016, at the start of a brand New Year, the FIT Team moved into their brand new, fresh-as-a-daisy offices in Lordswood, Kent. New desks, new chairs, new desktops, new office supplies, a new FIT Apprentice (moi)! So what could possibly go wrong!? Ah well…… The first major hiccup on our very […]

That’s enough about me – what do you think about me?

we me

Ok, I’m going to self-indulge for a moment this week and I hope you stick with me, because this week’s blog really does have something for YOU too, if you just read on for the next 2 minutes or so.. They say people will never rise above their own opinion of themselves and sadly, even […]

The dishes won’t wash themselves!

the dishes

It’s not very often that I feel the need to “call-out” individual organisations for their poor efforts around customer journey but this is one of those times. This is our personal story so I can vouch for each blow-by-blow stage of this unhappy tale which started back in April of this year when we purchased […]

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