EQ in customer service – 10 ways to apply it


The value of EQ in customer service cannot be overstated.  Drawing from over four decades immersed in the trenches of customer service and sales, my journey from the frontline to becoming a seasoned expert has been both a personal and professional.  During that time I’ve repeatedly observed the transformation of UK customer service from mere […]

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 […]

Would YOU easily recognise a VULNERABLE CUSTOMER?


So just how do we effectively identify and respond to a vulnerable customer? The 2024 report by NICE, in association with leading research company, Focaldata, entitled The Changing Face of Vulnerability, considers how businesses need to find ways to overcome the complexities of identifying, and then responding to, vulnerable customers – especially given the ever […]

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 […]

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 top of the eclectic list here at First Impression Training Ltd. Over the 22.5 years since Team FIT launched, we’ve been blessed and privileged to partner a whole MIXTURE of […]

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) […]

The modern word for UNCOOL – are you down with the kids?


At the risk of being out of touch and uncool we’re passionate about the spoken word, here at First Impression Training. Well, truth be told, I am the one who’s forever waxing lyrical about a beautiful piece of writing or the lyrics of a ballad or what someone has to say about something they’re wildly […]

How positive is YOUR Voice of Customer


I was thrilled to be asked to contribute to a very important piece of writing recently, compiled by freelance journalist Jennifer Lane on behalf of CX insight gurus, Feefo. We all know that Voice of Customer (VoC) feedback is a critical success factor in determining our CX standing in the marketplace, although Customer Satisfaction (CSAT) […]

Financial Services customers are now more vulnerable than ever before


The number of financial services customers that could be classed as ‘vulnerable’ increased 15% over the initial months of the Covid-19 pandemic in the UK and now stands at 27.7 million, a recent survey by the Financial Conduct Authority (FCA) has found. The FCA undertook two surveys in 2020, and found the number of customers […]

KIND people live LONGER!

World Kindness Day was celebrated last Friday 13th November, as it is each year and although it is NOT currently a day affiliated with any religion or political movement, over 28 nations participate in this unofficial holiday and here at Team FIT, we believe it should be an EVERYDAY occurrence! KINDNESS is a human condition […]

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