State of our nation – and Brexit isn’t to blame!
Having had a few really positive and vibrant weeks, both professionally and personally, I’ve been brought down with a super huge bang these last couple of days, while preparing Marie’s Mumblings for this week’s blog…. Scouring through the World Wide Web (and other interesting artefacts) in the hope that I can share some more of […]
How DIRTY is your language?
Were you aware that saying things like ‘don’t worry’, ‘bear with me’ and ‘sorry to keep you waiting’ (all common phrases within frontline operations like yours) are setting you off on the wrong foot, before you even begin to influence how your customer feels about your organisation? WHAT you say and HOW you deliver your […]
Your 30-minute FREE online Training Event
Here at FIT, we are all about helping you deliver world class customer service, so you can differentiate yourself from the competition. This week we are taking the word VALUE to a whole NEW LEVEL. I’ve recently created an online training event, which is jam packed with practical, useful & helpful CX strategies, which you […]
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 […]
Why Would You Pay £197 For a Cup of Coffee?
A colleague of mine recently attended a Mastermind meeting – a regular get together he has (just like I have with my Mastermind Group at the Entrepreneurs Circle in Birmingham), except his meetings are held in a local hotel, usually with pretty good facilities like Wifi and onsite parking and on this occasion, one serving […]
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 […]
5 Fantastic Resources for Customer Service Trainers
This week we’ve decided to rest our typing fingers and invited our very good friends at PhoneCoach (www.phonecoach.com) to reach out to our readers with a few gold nuggets to inspire you to even greater learning success. The lovely Mandy Stephens, Head of Sales at PhoneCoach, has listed her Top 5 online resources including the […]
Mind your P’s and Q’s please!
I’ve always been a stickler for good grammar. I loved English Language at school – it was my favourite subject. I did really well at it too – I got A+ in my O’ Levels (OK, so I’m proving my age) and in my A Levels and I even took S Level English, although I […]
73.6% of all statistics are made up. But not these…
Statistics about Statistics • 73.6% of all statistics are made up • 56.7% of all statistics have added a decimal point to appear more plausible • 30% of all statistics do not correspond to each other • 11% of the world population can touch their nose with their tongue • 100% of you just tried […]
Seven ways to develop true brand ambassadors that most companies aren’t doing….
“People will forget what you said. They will forget what you did. But they will never forget how you made them feel.” – Maya Angelou How do your customers feel once they’ve had an interaction with your business? Maybe a phone call, email exchange, SMS text or letter? Most customer interactions are by phone or […]
