How We Work

OUR solutions are individually tailored to meet YOUR specific people development objectives

We don’t offer ‘one size fits all’ training solutions because we understand and respect the fact that the only thing our clients have in common is that they’re all different – so we won’t attempt to treat you the same!

Through the FIT Healthcheck we’ll spend time getting under the skin of your organisation, ‘up close and personal’ with your people, your customers and your processes, in order to embrace your culture and appraise where you are now and where you want to be. This way, we’ll really understand the needs of your people and your business.

This will enable us to:

Design and build a tailor-made learning and development solution especially for you, created by FIT's own training specialists, each with many years experience working with frontline operations, to enhance the talent of customer service, telesales and team leader communities across the business spectrum.
Deliver training that is highly motivational, educational and totally 'you-focused'
Provide live 1:1 coaching support to your people and transfer ownership of the learning to your Management community as you move into the business as usual environment
Ensure the right processes are in place to help you effectively measure your success and achieve that 'stickability' factor, through ROI activities that include customer satisfaction surveys, employee engagement forums, mystery shopping and peer-group feedback
We'll equip your people with new skills and enthusiasm that will transform them into true brand ambassadors through their daily conversations with your customers – not just today, but tomorrow and into the future too.

FIT Model of Success

We recognise that performance improvement and enhanced behaviours are the single biggest justification for any training investment. Our 5 step S.H.A.P.E. model follows a systematic approach to learning and development that guarantees achievement of your goals and secures your return on this investment.

1 - Screening

Evaluation and identification of your unique needs and objectives through the FIT Healthcheck conducted within the operational environment with your frontline teams and leaders

2 - Hand-craft

Design and build of tailor-made learning and development interventions e.g. bespoke workshops, bitesize sessions, management mentoring programs, coaching masterclasses

3 - Activate

Delivery of bespoke interventions to frontline and management communities using a range of learning platforms.

4 - Practice

Live at-desk coaching, management mentoring, coach the coach &/or train the trainer initiatives designed to embed the new skills and behaviours, transfer ownership and ensure ‘stickability’ of the learning into the business as usual environment.

5 - Evaluate

Checks and measures to assess ‘fitness levels’, ensure continuous improvement in best practice and proactively measure return on investment.

Hello... I'm Marie Cross

‘…and I’d love to include you in our growing list of readers who are discovering new, practical ways to develop remarkable service in their call, contact and customer service centres.’

If you’d like to receive regular updates on developing world class customer service in your contact centre then simply complete the form below, click the button and you’ll receive a regular flow of ideas, hints, tips and techniques straight to your inbox.

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…by using the 7 simple steps in this very special action plan designed to get you more meetings by phone. Get your FREE copy and create your very own outbound call recipe for success.

VM, Reservations Consultant

I am totally encouraged – we were given training on how to be better, more positive, customer focused sales consultants!

LH, Service Manager

Excellent Trainers who made the learning fun, enjoyable and gave real examples to back up their excellent theory. I have learned skills to use in both work and personal life – thank you!

FR, Service Engineer

Very lively, interesting and informative. Fact it was so interactive kept our interest levels high. Also, the fact that FIT make communication easy on a personal level, there was good connection between the team as a result – thank you for all your efforts!

“Must Read Book”

I’ve just finished reading this excellent book by Marie Cross. This is a ‘must read’ for anyone who has a role in communicating with customers (via the telephone or face to face). An easy to read book given many fantastic tips to, not only WOWing your customers but making your role more satisfying and enjoyable.

Sue Morris

“Packed full of great advice”

“I’ve just read your book from cover to cover – congratulations! It’s packed full of great advice. A must read for customer service professionals, but everything in there is equally applicable to life in general, so it’s a great read for everyone!”

Susie Lotherington

LG, Team Leader

Excellent workshop – very upbeat and held the attention of all delegates throughout. I personally learnt a lot, even though I’ve been in the industry for some years. The whole team learnt some very useful tools for the future that can be used in both business and life to increase their success

SH, HR Director

I’m an experienced HR and training professional who has been involved with many L&D initiatives such as the one First Impression Training are undertaking for us – and I’ve nothing but positives to feed back to them – utterly brilliant, amazing and spot on for our business needs and most importantly, for our people on the frontline

DS, UK Training Manager

FIT showed us the importance of coaching when it comes to embedding new skills and changing behaviour – this was the critical success factor for our programme and without it we would not have achieved our goals. We were also so impressed with their energy we will be inviting FIT back!

“Entirely Different Level”

Do you really know how to treat your customers? You may think you do but Marie Cross takes it to an entirely different level in this book. There are lots of golden nuggets on how to not only please your customers but REALLY make their day. This is based on years of experience that Marie has in training front line staff at some of the most customer-focused organisations. Read this book if you want to deliver stellar customer service!

Aarif Merali

DB, Training & Development Manager

An excellent balance of energy and real-life examples, which gave credibility to the programme and got everyone’s buy-in. Energetic, engaging and totally focused on the specific needs of our business

BG, Head of UK Telemarketing

As a Manager responsible for a UK sales operation, I firmly believe, even in this age of electronic technology, that people still ‘buy’ people. The FIT team demonstrated a level of professionalism and enthusiasm that was entirely infectious and enjoyable and it would be a brave decision indeed to ignore the capabilities that this organisation has to offer

CF, Customer Experience & Retention Manager

First Impression Training provided the knowledge, expertise and passion to design and deliver a programme that helped us to exceed our targets and embed retention throughout the organisation.

CH, Project Manager

The course was excellent – It gave us all many new tools and skills to use during our daily conversations and in our lives outside work. I would certainly recommend this course to anyone that works within a Call Centre environment

TF, Receptionist

Best training workshop I’ve attended and would recommend it to others. Trainers were excellent – very friendly, made everyone feel at ease and made the workshop really interesting and interactive. Wouldn’t change anything – just to say, thank you and keep up the excellent work!

“A Game-Changer!”

I recently had the pleasure of reading “Make their day – Awesome Ways to Wow Your Customers”, by the wonderful Marie Cross, and I must say, it’s a game-changer for anyone in a customer-centric role. ✨

One of the aspects I particularly liked about the book is its wealth of practical examples that can be easily applied in real-world scenarios.

As Marie would say: “It ain’t rocket science, you know!” By putting yourself in the customer’s shoes, you can better anticipate their needs and exceed their expectations.

Milana Ciric

“Stand Out From the Crowd”

Many businesses essentially offer the same products and services as their competitors, and it’s the way you make your customers feel that makes them come back to you. This book is the perfect way to make sure you know what to do in your business to stand out from the crowd. Lots of ideas and techniques are clearly explained so you can consider and implement each in turn. Thoroughly recommended!

Liz Baranov

MV, Continuous Improvement Consultant

The training you provided has been the most successful training we have ever rolled out and the staff really appreciated the investment far more than we could ever have anticipated! The FIT training featured as a highlight on the recent annual staff survey, so a fantastic result AND we have had great feedback from customers re the customer centric approach we’re now adopting in our Complaints Team – thank you so much!

TB, Technical Support Manager

A very well presented and thought out training solution. FIT had researched our business and this L&D initiative very well and this was reflected in the way the training was delivered

SB, Learning & Development Consultant HQ

This was an excellent course that was motivational and inspiring. It was good to see different approaches and new ways to train and has given me lots of new ideas and skills to take back to the training room. Good to be a delegate for a change!