If you'd like a member of our team to call you to discuss your requirements personally, then please complete the form and we'll get back to you within the next working day.
Developing your people to enhance your customers experience
Here at FIT we're focused on achieving outstanding results for our clients however we wouldn't expect you to simply take our word for it - find out what some of our clients have to say about us including...
We're immensely proud of the fantastic results we've achieved for our clients, helping their staff to improve their telephone handling skills, increase sales and enhance their customers experience. However there's nothing quite like hearing it from the horses mouth. Within the map opposite we've included a range of client testimonials covering both sales and customer service solutions that we've designed, developed and delivered across a wide range of industries throughout the UK.
"We've had the pleasure of working with FIT on three other projects over the last few years, so it was evident they would provide a training solution that would not only shift the mind, but staff would continue to use and develop the techniques over time. They’ve uplifted the team's spirit and engaged those staff who usually find change difficult. They're highly motivated, so their delivery of the workshops generated excitement, energy and focus. I can recommend that they’ll add real value to clients looking for an opportunity to grow sales, show professionalism and give outstanding customer service"
PLT - Customer Service & Administration Manager
A 'Service for Success' training, coaching and Management development initiative for the Export Customer Service team of a best-of-breed liner shipping organisation, based in East Anglia. Focused on improving the customer experience, through a more consistent and positive voice of the brand, client feedback and enhanced morale within the team confirms the programme is a real success story. The Management community launched a programme of coaching support following the programme, through FIT's own Coaching Winners Accreditation process and a coaching culture emerged. FIT established a winning partnership with the Company's Training and Management communities, who have embedded the learning programme into their business-as-usual environment and also through the Induction process for new recruits.
"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 them back!"
DS - UK Training Manager
A Customer Retention programme for a leading Life and Pensions Insurer, involving over 100 Customer Service personnel and Management and Coaching communities, focused on enhancing the customer experience through more dynamic and proactive conversation around the potential surrender or transfer of a customer's policy. Staggering results, in terms of retained funds in the test year alone, provided the confidence to roll-out the programme to other business areas within these South-West based Contact Centres. FIT's Coaching Winners and Train the Trainer Accreditation processes have since ensured a smooth transition of ownership of the FIT learning and on-going development of the 'Retention Matters' programme to the internal Training and Coaching communities, who are now leading the way in retention training throughout the organisation.
"Their contribution to a Customer Retention project that resulted in retained funds of > £300 million pounds (in our pilot phase alone), was immense. They are down-to-earth, pragmatic and very hands-on. In other words, they will not spend time delivering strategy papers, but actually work with CSM's, Team Leaders and Call Agents at the front-line"
EG - Six Sigma Senior Black Belt
"...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."
CF - Retention Manager
A 'Raising our Game' Sales and Customer Service programme for the Broker Sales Bureau of this leading Healthcare organisation. Involving over 70 sales, sales support and customer service staff. The prime focus was to increase sales conversions and heighten customer loyalty to the brand, through a more skilful and customer-focused approach to all prospective and existing client interactions.
Sales results were reported to be "the best ever" just 3 months following transfer of the learning into business-as-usual, as Managers became accredited through FIT's Coaching Winners process and morale and motivation was said to have 'soared' as the team's confidence and competence developed.
"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"
BG - Head of UK Telemarketing
The need to create a more synergetic, dynamic and independent Management community, responsible for the day-today operations within this London-based Customer Contact Centre led to the launch of a Management Development event for all Front-line Leaders. Having already worked closely with the Agent community when the Contact Centre was originally launched, FIT’s intimate understanding of this client’s business enabled us to create a unique, tailor-made event that brought the Leadership team closer together, developing the team’s spirit and capability as a whole.
“It fulfilled our expectations and more! The event was thought-provoking, interactive and created a safe environment for honesty amongst the Management community”
SK - Operations Manager
“I am very excited about working with FIT on this project………My team loved your sessions and are now busy working on the Action Plan - we will be getting you back don’t you worry! I am also going to recommend you to our Staff Development Manager (Corporate)”
MT - Head of Contact Centres
A ‘Telephone Excellence’ training, coaching and development programme for a Savings and Investments company based on the South coast. Originally set up to respond to enquiries and applications for the Child Trust Fund scheme, over 60 staff were trained to provide excellent customer service and promote value-added services to encourage additional revenue and enhance customer loyalty. This Mutual Company were the first to plan and respond to the much publicised CTF initiative and now operates as the UK leading provider of CTF’s, where the Contact Centre has become an effective and permanent feature within the organisation!
“An excellent workshop for CSR’s that has made me feel totally confident in the training they will receive. The delivery was inspiring and there were lots of learning points to take on board”
SCJ - Training & Development Manager
“A fantastic experience for us and our staff – the trainers were inspirational and kept us interested all the time. The workshop was informative, relevant and totally realistic”
AW - Service Delivery Manager
A uniquely designed ‘selling through service’ initiative to promote Friends Life’s new service offering and equip the Customer Support team with the skills and behaviours to assertively transact business over the ‘phone while maintaining a high degree of rapport and professionalism with their customers, to achieve the win-win
“The training has really helped me to improve my calls and to feel more confident making these calls which I feel for me personally was needed. It was great to receive external feedback and use this feedback to structure my calls in a more productive way.
The first day was really beneficial for us to learn the reasoning behind what we say on outbound calls and why we say them. We were all given a concept of a recipe to make a perfect call and this was followed when we made live calls the next day. Since the training both myself and the whole team have improved, we are booking appointments and registering lots of our customers to the PlanWise service and things have greatly improved.
On Marie’s second visit she sat with us individually and assessed our calls, listened to our interaction with the customers and fed-back appropriately. I also found this very helpful. I was given areas of improvement which I have been using to continue to improve my call quality. As well as being constructive I feel Marie was also very complimentary and kind.”
Gemma Owens - PlanWise Customer Service Representative
“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
A customer service training initiative, focused on developing a ‘one-stop shop’ for all customer contact, committed to enhancing the customer experience in a positive and memorable way, through the mediums of both the telephone and front-of-house contact
A Communicating to Win workshop for this small customer support team, focused on enhancing the customer experience through more effective telephone contact, face-to-face meetings and improved written communication, resulting in a more professional and positive working partnership with service users
“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!”
The first of 5 UK Bowel Cancer Screening hubs to launch a customer service training initiative, designed to support all staff managing the regional Helpline, to ensure a positive experience for every customer and equip staff with coping strategies and mechanisms for managing the more difficult calls more effectively. A Best Practice approach is now being developed and rolled-out across the other UK hubs, ensuring Centres of Excellence are established to effectively support this important Government initiative to offer free screening to all UK residents over the age of 60 – and a culture of service excellence is now emerging.
“Excellent day – 5 star training! Came away with a really positive attitude – very informative, well presented and great fun too!”
KO - Customer Services Assistant
“Excellent training course, ideal content for the group which was well delivered – and managed to get the whole group engaged!”
FM, Operations / Quality Manager
Martin Prior of FujiFilm once referred to us as ‘the best kept secret in the training industry’ and we thought that was a huge compliment.
We’re more well known now, although we’re still very proud of our reputation in the marketplace – we may still be small in size but we have a big pedigree thanks to clients like FujiFilm!”