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: 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...
Spotlight on Service (SOS) Newsletter: June 2026
What a scorcher the end of May turned out to be! It certainly felt like summer arrived all at once, with temperatures soaring and many of us trying to juggle work commitments whilst also attempting to enjoy a little sunshine where we could. And whilst the warm weather...
Spotlight on Service (SOS) Newsletter: May 2026
It’s hard to believe we’re heading into summer already. The longer days are finally here and, like for many of you I’m sure, it’s been a busy few weeks here at FIT. We wanted this month’s newsletter to follow our April edition, feeling more like a catch-up than a...
Our case studies
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...
Case Study: Principality Building Society
First Impression Training were recommended to Principality Building Society (PBS) as a result of our considerable experience within the financial services environment, where organisations have had to respond to FSA demands or regulatory changes within a tight...
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.
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7 Ways to WOW! Your Customers
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Ensure you and your teams continue to deliver remarkable customer service with this highly interactive, practical and motivational 30-minute webinar.
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