My Husband (and Business Partner) Left Me on Valentines Day
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 […]
Offer a Choice and Influence their Decision
Last week we identified some of the customer service challenges we all face as technology advances, interactive and automated platforms increase and improve and our customers expectations are raised ever-higher. But if we’re all using similar tools like social media, apps, live chat, forums etc. then it very quickly becomes the “norm” for customers. The […]
Why You Need Training Agreements
I’m sure you’ve heard the old adage that says “What if I train my people and they all leave?” to which the tried and tested response is always “What if you don’t and they stay!”. It serves as a reminder that, whilst developing the right attitudes and behaviours is critical to building a successful culture […]
FIT Telephone Role-Play Kits – Now Available for Purchase or Hire
We’re delighted to announce that FIT has become an approved reseller of the Phonecoach range of telephone role-playing equipment. Role-play is a vital ingredient in upskilling your frontline call-handlers. Whether you’re managing inbound, outbound, sales or service teams telephone role-play kits are an essential tool to help them develop winning call recipes to WOW your […]
We’re recruiting…very special trainer required
You know what we’re all about here at FIT – we’re passionate (some say obsessed) about peoples’ potential! Our team of talented consultants have all truly walked their talk, from entry level upwards within the call & contact centre industry and their collective experience spans over a hundred years – so the team really do […]
A huge shout out for top banana Apprentices
OK, I appreciate we haven’t all had a good experience of our future talent pool of leaders, movers and shakers in the guise of a young intern or apprentice of late, although I’m about to prove you can’t tar them all with the same brush…. First Impression Training has recently started working with a local […]
Ladies and Gents – a round of applause for our new apprentice
The FIT team have just got a little bigger (no, not by eating too many mince pies at Christmas!) but by hiring their new Apprentice… ..which is me! My name is Ellyse, I’m 16 and I am from Detling, near Maidstone in Kent. I am ecstatic to be David and Marie’s Apprentice – already I […]
Are your senior managers engaging with your teams?
Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in the company’s future. What values and beliefs do […]
Introducing the FISH! philosophy into your contact centre
I’m a Piscean, so maybe that’s why I have a particular soft spot for the FISH! Philosophy and its approach to customer satisfaction, which all began with Fish: A Remarkable Way to Boost Morale and Improve Results (2000) by Stephen C. Lundin, Harry Paul and John Christensen, inspired by the real-life Pike Place Fish Market […]
Ensure you achieve best return on your training investment
If you’re going to make any investment in people development and training for your staff, you need to measure the resulting value, otherwise you can’t manage it. There are numerous ways to do this, including pre and post-training employee surveys, customer satisfaction questionnaires and ‘mystery shopping’ activities, where managers can ring in pretending to be […]
