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Developing your people to enhance your customers experience

About First Impression Training

First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way your people interact with your prospects, customers and each other to encourage the win-win. 

WE’RE CUSTOMER SERVICE, SALES & LEADERSHIP TRAINING SPECIALISTS

We specialise in developing the talent that exists within both sales and customer service teams working in frontline operations, from the multimedia customer contact centre to the small, traditional telesales or customer service department.  You benefit from our expert knowledge and direct experience of working within this unique environment.

WE CREATE AND DELIVER UNIQUELY DESIGNED TRAINING SOLUTIONS

As we recognise that our clients are all different, a one-size-fits-all training and development solution for teams and/or leaders hardly seems appropriate in terms of matching our customers’ needs!  We therefore work closely with you from the outset, to fully understand your business culture, products and services, as well as the needs of your customers.

Then we take time getting to know your people, so that we’re able to deliver a uniquely designed and tailored learning solution for the team and/or the leaders that meets both your people’s development objectives and your business goals.

WE OFFER A WEALTH OF EXPERIENCE ACROSS UK BUSINESSES

We’ve got a formidable reputation for having truly practised what we preach!  All our training solutions are based on real ‘holes in hands’ experience within a broad range of organisations, so we can identify and relate to the many issues and challenges facing today’s telebusiness operations. 

We don't talk strategy or theory - we believe in a ‘sleeves rolled up’ pragmatic approach, so that we make it real, for your people and your business.  We’re all about delivering positive change where it matters – to the frontline!

WE PROACTIVELY SUPPORT YOU TO ACHIEVE ‘STICKABILITY’

Upon implementation of any FIT solution, we seek to transfer our knowledge to your Leadership community - through our Management Mentoring scheme; Coaching Winners and Train the Trainer accreditation processes. 

Our aim is to provide you with the independence and "know-how" to continually develop the FIT learning into business as usual, in order to achieve that ‘stickability’ factor and secure an effective return on your training investment.

 

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Marie Says...

We’re passionate about people development! We know that your staff are the only true USP in your business – they’re your most expensive yet vital asset.  So it’s worth investing in their professional development, because they’re the difference that makes the difference when it comes to your customers’ experience of your service!

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“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!”

SB, Learning & Development Consultant HQ

AXA PLC, Bristol

"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!"

DS, UK Training Manager

OOCL, Ipswich

"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!”

LH, Service Manager

Aviva Healthcare, Sheffield

“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!”

TF, Receptionist

 BACP, Leicestershire

“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!”

FR, Service Engineer,

Duplo International, Addlestone, Surrey

“Most enjoyable training I’ve ever had! Great feeling of achievement at the end, compared to general customer care training I’ve had in the past, especially as it was tailor-made for working in our specific department”

SA, Customer Services Assistant

Northwick Park Hospitals NHS Trust, Harrow

“Trainers were very engaging and made the training interesting – made me think how little changes in my calls can make big differences to callers”

JH, Screening Officer

NHS Trust, BCSP, Nottingham

“Excellent workshop – encompassed both general telephone skills & our specific requirements. Course involved staff of varying experience with respect to taking telephone calls and it seems as though everyone involved took away some new ideas and techniques that they were willing to try out in their day to day roles”

PM, Client Manager

MNPA, Leatherhead

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