Want to create a customer centric culture in 2022?

Here's a really powerful blended learning solution set to change
housing culture from the inside out!

Designed to help your Brand Ambassadors enhance your customers’ experience AND increase employee engagement on your frontline

The business world was steadily moving towards a more flexible way of working when the global pandemic hit. In 18 months that all changed.

Microsoft Teams and Zoom are now firm household names and organisations, just like yours, are coming to terms with the ‘new normal’ and embracing the opportunities it presents.

This planet-shaking event has also encouraged organisations to look inwards, many now focusing on improving their company culture in order to become more customer centric.

To address this challenge, specifically within the Housing Sector, First Impression Training have designed, built & developed a unique and wholly Blended Learning Programme: Caring for Customers – From the Inside Out.

Read on to find out more.

Who is this programme for?

This programme is for YOU!

If you’ve made your way to this page then it’s probably because you recognise the unique opportunity you have at this time, to really SHOW UP & STAND OUT from other organisations in your sector, as we all begin our transition into this new World of Work (WOW!)

Well, here at Team FIT, we can help you achieve EXACTLY THAT!

We are passionate about developing YOUR people, in order to enhance your customers’ experience – and this fully blended CX learning & development programme is not only a great route to improving customer perception of your service, it’s designed to create an entire culture shift – from the inside out!

To get, and stay, ahead in your sector you not only need to win the hearts & minds of your Brand Ambassadors delivering the service, you need your whole organisation on board with culture change AND you all need to be on the same page!

That’s why we’ve created this programme to FIT with any company within the Housing Sector who wants to:

* Enhance their Customers’ Experience

* Increase employee engagement on their frontline

* Improve operational efficiency in order to reduce costs and increase revenues

Whether your team is large or small; office-based, hybrid or working solely from home, we’ll give you all the tools you & your people need to make your business a world-class deliverer of Customer Service in today’s ‘new normal’.

What will you gain?

So how does it work?

Change often only sticks when it comes from within, and that's undoubtedly the case when it comes to business culture. That's why we're taking a new approach with our ‘Caring for Customers – From the Inside Out’ blended learning programme.

By training Cohort Leaders from within your organisation FIRST, supported by a wide-ranging suite of online resources, we're putting your success firmly in your own hands.

This 16 week programme focuses on the core CX concepts that will truly make a difference to your customers’ experience, and we'll guide your team along the way with personal 'live' coaching, action planning and regular bitesize FIT BITS to keep them engaged and ensure a dynamic experience throughout their learning journey!

Take a look at the full programme outline below:

Blended Learning Image 01

Module Breakdown

Module 1 – Becoming a Service Legend

Why embracing the ‘Purple Cow’ philosophy is THE key to showing up & standing out from other organisations in your sector

Module 2 – Attitude: The Vital Ingredient  

Boosters, busters & handy hints for staying positive and in control

Module 3 – The psychology of Communication (Part I)

Visual Communication – sending the right message with body language, visual cues and first impressions

Module 4 – The psychology of Communication (Part II)

Verbal & Vocal Communication – the power of vocality and developing a language of influence

Module 5 – The Customer Service Toolkit

1% tips, techniques & strategies to ensure a 100% Customer Experience

Module 6 – Managing Difficult Conversation

Proven strategies to manage difficult customers &/or challenging conversations effectively

Module 7 – Active Listening Skills

Turn hearing into listening with these 10 simple tips & techniques

Module 8 – Effective Questioning Skills

Create conversation NOT interrogation with tried & tested questioning techniques

Module 9 – Rapport Skills

Building rapport with customers & colleagues & developing your own Emotional Intelligence toolkit

Module 10 – Effective Telephone Communication

First & last impressions COUNT – a winning call recipe for engaging with customers over the telephone

Module 11 – Effective Written Communication

The 10 Golden Rules of ‘Netiquette’ – applying the learning to our Written Word

Module 12 – Personal Action Planning

Reviews, assessments & forward planning.