The Digital Brain vs the Human Brain – Fact vs Feeling🧠💖

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In the Fact vs Feeling debate trend experts, Exploding Topics, report that there’s been some pretty alarming news coming from the latest scientific studies about the (potential) damaging effects of digital collateral, which we human beings are ‘devouring’ at a rate of knots. On a global scale, the average person spends 6 hours 58 mins a […]

Navigate your way through Lockdown 2.0

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So here we are again – lockdown round 2 ☹ Just when we were starting to adjust to a new normal World of Work (WOW!) having picked ourselves up and dusted ourselves down, we’re now having to dig deep for yet more RESOLVE; yet more RESILIENCE; yet more RESISTANCE – to giving in and joining […]

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?

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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 […]

Press #1 for the robot in charge or #2 for the woman who knows how you feel

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Last week I enjoyed a fantastic day of learning & insight & sharing thoughts & ideas about what makes for a remarkable customer experience, with other “OCD’ers” (customer experience extremists like me who are Obsessed with Customer Delight) at the Customer Experience Foundation (CXFO) first event of 2019. Huge thanks to Don Hales and team […]

Just When Is Customer Service Appropriate?

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When is Customer Service appropriate? I appreciate this may sound like a silly question so, to qualify it a little further… at what stage in the customer journey should service be “delivered” to our customer? Still not sure what I’m on about? Well, when most of us think about service it tends to be in […]

My Husband (and Business Partner) Left Me on Valentines Day

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I’m writing this week’s FIT Bits on the evening of Valentine’s Day – sitting on my lonesome in the office, feeling very sorry for myself and a little unloved to say the least. My husband (who, as many of you know, is also my business partner) has deserted me, or rather chosen to spend the […]

The Robots Are Coming – Save Yourselves!

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Given the nature of what we do for a living it’ll come as no surprise to learn that we receive a lot of sales and service related blogs, articles and other information sources announcing how the world of customer service is about to turn on its head. One of the big buzz-phrases of 2016 was […]

Top 15 Self-Help Mistakes to Avoid

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Online Self Help options are increasingly common place in todays customer service mix – new channels and platforms offer greater opportunities for customers to transact business with us quickly and efficiently without the need to contact the traditional telephone service agent. Inevitably this leaves traditional voice-based interactions with a changing environment and almost certainly more […]

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