Knowledge Hub
FIT blog
When the economy tightens, frontline CX training is not a luxury. It’s a defence strategy
Every time the economy comes under pressure, the same thing happens in boardrooms. Costs are reviewed. Budgets are frozen. And training is often one of the first lines examined. On paper, that can look sensible. In reality, it’s often a VERY costly mistake. Because...
I Travel 3 hours For A 30 minute Appointment
I travel from Norfolk to Kent to see my hygienist – 3 hours for a 30 minute appointment! And I do it 4 times a year. Yes, you read that right – 4 times a year. It’s something that certainly makes people raise their eyebrows – in confusion or contempt, I’m not sure....
The Quickest Repair In The World
A tiny ‘domestic’ happened at home recently that was accompanied by the smallest and quickest repair in the world. Nothing dramatic. No big argument. No storming out. Just a small slip. One of those moments that could easily have turned into something bigger, if we’d...
Our newsletters
Spotlight on Service (SOS) Newsletter: September 2026
It’s been another scorching month here in the UK, with more heatwaves expected across the summer. Still, we’ve been up and down the country, catching up with clients and providing tailored consultancy and CX training to help our customers truly stand out in their...
Spotlight on Service (SOS) Newsletter: August 2026
It’s been another scorching month here in the UK, with more heatwaves expected across the summer. Still, we’ve been up and down the country, catching up with clients and providing tailored consultancy and CX training to help our customers truly stand out in their...
Spotlight on Service (SOS) Newsletter: July 2026
It’s been another scorching month here in the UK, with more heatwaves expected across the summer. Still, we’ve been up and down the country, catching up with clients and providing tailored consultancy and CX training to help our customers truly stand out in their...
Our case studies
Strengthening sales conversations with Bupa’s Direct Sales team
Success is driven by the quality of conversations taking place every day. The ability to build rapport, identify genuine needs and create value through every interaction is what creates a truly service-led approach.When customers are making decisions about their...
Case Study: Homes for Haringey
The FIT team were awarded the contract to partner with HfH in Nov 2019 and were tasked with creating a wholly bespoke customer service training solution that would fulfil the strategic objectives of the ‘Great People’ strand of their ‘Winning Hands/Customer First’...
Case Study: Yorkshire Housing
First Impression Training were recommended to Yorkshire Housing Association by their Head of Customer Services, who FIT had worked with previously. This L&D initiative had been instigated following an audit review by the CQC, outlining the need for frontline staff...
Our knowledge hub resources
A-Z of Customer Service
These bitesize videos are perfect for anyone who has responsibility for delivering a great customer experience – by phone, in person or online.
Jam-packed with practical, helpful CX strategies, these tips will help turn your customers into loyal supporters.
Webinar:
7 Ways to WOW! Your Customers
Sign up for our FREE training event
Ensure you and your teams continue to deliver remarkable customer service with this highly interactive, practical and motivational 30-minute webinar.
Get in touch with FIT
It’s time to work towards CX that sets you apart from your competition… let’s talk!