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Developing your people to enhance your customers experience

 

What our Clients Say

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Marie Says...

“Scroll down for a further selection of feedback we’ve had from some of our most loyal clients. We’re proud and delighted to be working with such great Investors in People and thank them all for their fantastic comments and of course, for their commitment to developing their people on the frontline!”

Click here to view our clients case studies

We’ve
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businesses
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Aviva

“Exceeded my expectations – learnt loads I can apply both when assisting in the Claims Centre on the ‘phones and in my Quality Assurance role. I feel our trainers have a lot to live up to in delivery and expertise when the FIT training is owned internally! I have recommended FIT to our own QA Team Leader as we should receive this training too – there are so many techniques that we can apply and take forward in our coaching roles.”

LW, Quality Assurance Specialist, Legal & General, Birmingham

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"Excellent workshop – very upbeat and held the attention of all delegates throughout. I personally learnt a lot, even though I’ve been in the industry for some years. The whole team learnt some very useful tools for the future that can be used in both business and life to increase their success”

LG, Team Leader - AXA PLC, Bristol

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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

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“The workshop has provided the Service Engineers with some excellent tools to help them manage difficult situations – having spoken to the team, they all found the course useful and picked up some great ideas / tips / tools to help them deal with situations that occur daily in their working lives”

(KN, UK Service Manager) - Duplo International, Addlestone, Surrey

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“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

Aviva

“Thank you so much for the time spent with us in Birmingham so far. I am overwhelmed with the opportunities you have given us and couldn’t be happier with the team’s engagement! I am really optimistic about how different we can be in the future and wish we could press the fast forward button now for all teams to be affected by the FIT team! I know you guys are getting paid but it doesn’t stop me saying how I appreciate what you are doing and the massive support it gives me…..so pleased you guys were brought in!”

SS, Claims Centre Manager - Legal & General, Birmingham

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“An excellent course that was practical, real, fun and focused and gave us the opportunity to really think about and apply the skills learned “

JW, Project Manager, Marketing - Friends Life, Bristol

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“Excellent! World class trainers and training with a highly reputable company!”

MA, Customer Services Assistant - Northwick Park Hospitals NHS Trust, Harrow

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“It fulfilled my expectations and more! The event was thought-provoking, interactive and created a safe environment for honesty amongst the Management community”

SK, Operations Manager - London Borough of Barking & Dagenham

Aviva

“I have seen a remarkable change in the way my team deal with customers after the FIRST workshop. A really important factor is that we have started to change the way we speak to customers and yesterday’s at-desk coaching sessions had some great results – thanks!”

SC, Claims Team Leader, Legal & General, Birmingham

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“Everything I expected from FIT and more! An excellent programme with fantastic Trainers - I know my teams are going to love it!”

JW, Customer Service Manager - Aviva Healthcare, Sheffield

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“I learnt so much that was relevant and fun and can honestly say that 100% of the workshop was useful and interesting. Marie is a true asset to the company. We love her training style and I can really see my guys engaging with the training. Doing the FIT Healthcheck & DNA event first is great, because it ensures the training is relevant and tailored to us and had live examples throughout. Thank you Marie!”

VS, Operations Manager - Think Finance, Bury St Edmunds

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“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

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“I learnt so much that was relevant and fun and can honestly say that 100% of the workshop was useful and interesting. Marie is a true asset to the company. We love her training style and I can really see my guys engaging with the training. Doing the FIT Healthcheck & DNA event first is great, because it ensures the training is relevant and tailored to us and had live examples throughout. Thank you Marie!”

VS, Operations Manager - Think Finance, Bury St Edmunds

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“Really opened my eyes to the little things we can do every day to make a big difference to the customer experience. Brilliant training – I’ve been given so many new and useful tips, techniques and skills”

CJ, Customer Service Representative - Think Finance, Bury St Edmunds

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“An excellent workshop – very thorough and lots of good techniques shared. The day was very informative and the workbook will be very useful to refer back to in the future”

HM, Payroll Administrator - MNPA, Leatherhead

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“Excellent – great content and delivery. Many new ideas, tips and techniques to ensure we provide a Positive Memorable Experience”

PW, Engineering Help Centre Manager, Heathrow Airport Ltd

Aviva

“Your passion and expertise shone through! Very engaging and involved everybody very well”

SR, Senior Business Trainer, Legal & General, Ipswich

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“An excellent workshop – very thorough and lots of good techniques shared. The day was very informative and the workbook will be very useful to refer back to in the future”

HM, Payroll Administrator - MNPA, Leatherhead

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“Excellent day – 5 star training! Came away with a really positive attitude – very informative, well presented and great fun too!”

KO, Screening Officer - NHS Trust, BCSP, Nottingham

Aviva

“I have learned so much and it will all contribute to making my job better and also my customer’s experience of our company. I have taken something away from everything we’ve covered, whether it’s improving what I already do or trying something new – I was sincerely engrossed in all of the training and I absolutely adore Marie and Mags!”

ND-W, Claims Case Manager, Legal & General, Ipswich

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“Absolutely brilliant insight into customer service techniques, pitched perfectly to aid understanding. Many of the ideas are also useful for every day life – excellent!

TD, Help Centre Advisor, Heathrow Airport Ltd

Aviva

“Everything was taught for a reason – to better ourselves! Knowledgeable, interesting, delivered at a good pace, enjoyable and fun. Loved it – and long may the training continue to be part of my life!”

MH, Claims Case Manager, Legal & General, Birmingham

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“Very bubbly and interactive trainers! Kept us engaged and interested. Good morale boosting techniques shown to us and learnt very good communication skills for use with customers and staff”

AB, Team Leader, Northwick Park Hospitals NHS Trust, Harrow

Aviva

“An excellent workshop – it was inspirational, motivational and educational. The trainers are positive, enthusiastic and entertaining – learning was made fun and everything was delivered in a simple format”

NA, Claims Team Leader, Legal & General, Ipswich

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“An excellent workshop which was very interactive and informative – everything about today was great! FIT should keep on doing what they’re doing!”

YM, Customer Services Assistant - Northwick Park Hospitals NHS Trust, Harrow

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“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

Aviva

“…..thanks again for your excellent work with the teams. The feedback, whilst being thoroughly boring and repetitive (!) has been outstanding. It seems like we've got a very good relationship here. I am delighted”

IE, Head of Claims, Legal & General

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“An excellent balance of energy and real life examples, which gave credibility to the programme and got everyone’s buy-in. Energetic, engaging and totally focused on the specific needs of our business”

DB, Training & Development Manager - Kuoni, Dorking

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“It was a fantastic opportunity to start becoming a team. Excellent facilitation by FIT! We had a lot of fun and gained some very valuable insights AND left with a proper Action Plan to work on as a Management community”

DO, Customer Service Team Leader - London Borough of Barking & Dagenham, Dagenham

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“I learnt so much that was relevant and fun and can honestly say that 100% of the workshop was useful and interesting. Marie is a true asset to the company. We love her training style and I can really see my guys engaging with the training. Doing the FIT Healthcheck & DNA event first is great, because it ensures the training is relevant and tailored to us and had live examples throughout. Thank you Marie!”

VS, Operations Manager, Think Finance, Bury St Edmunds

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“The trainers were excellent and the training materials were excellent too. I would pay to do FIT training myself if the opportunity came up again, as the techniques we learned are very helpful in the working environment”

SB, Business Administration Apprentice - Northwick Park Hospitals NHS Trust, Harrow

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“I found this training brilliant! I feel more confident speaking to difficult customers now. Marie was so enthusiastic and she’s such an inspiration. I would recommend this training to anyone in Customer Service. Well done FIT – amazing!”

KH, Customer Support Representative, Think Finance, Bury St Edmunds

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"An excellent course, incorporating important aspects of advanced selling that are paramount to success in sales – new, innovative ideas and skills ideal for our particular environment”

DC, Senior Sales Consultant - Aviva Healthcare, Sheffield

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“The course was excellent – It gave us all many new tools and skills to use during our daily conversations and in our lives outside work. I would certainly recommend this course to anyone that works within a Contact Centre environment”

CH, Project Manager - AXA PLC, Bristol

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“Excellent training course, ideal content for the group which was well delivered – and managed to get the whole group engaged!”

FM, Operations / Quality Manager - NHS Trust, BCSP, Nottingham

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“Everything I expected from FIT and more! An excellent programme with fantastic Trainers - I know my teams are going to love it!”

JW, Customer Service Manager - Aviva Healthcare, Sheffield

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“Extremely informative, gave the group so much useful info on how to make each call better and lots of skills learnt. Trainers were brilliant – made the training fun and interesting”

AD, Help Centre Advisor, Heathrow Airport Ltd

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“A very interesting and useful course, which I feel sure will benefit both myself and my team, especially when dealing with difficult customers and fellow employees”

GL, Area Service Manager - Duplo International, Addlestone, Surrey

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"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 - AXA PLC, Bristol

Aviva

“Interactive, engaging and relevant. Fantastic training and fantastic trainers. Material and techniques taught are all relevant – only small changes are needed to make a huge difference from us. EVERYONE at L&G needs this training!”

GB, Claims Team Leader, Legal & General, Birmingham

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“A thoroughly professional team whose commitment, professionalism and dedication was totally tangible.”

DW, Sales Trainer - Aviva, Eastleigh

Aviva

“Excellent workshop – interactive, fun, interesting and engaging. Everything was useful and can be put into practice in and out of work. The trainers were upbeat, believed in what they trained and delivered with passion and enthusiasm”

GB, Claims Team Leader, Legal & General, Birmingham

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“A truly helpful workshop. Marie is a great teacher – there’s a lot to take in, although she makes it fun for all. Everyone in my team, including myself, enjoyed taking part and it has helped everyone across the Call Centre. The workshop overall was brilliant, with so many tips and techniques that can be used in the workplace and outside of work. I can’t wait for my new team members to take part in this – thanks FIT!”

DC, Team Leader - Think Finance, Bury St Edmunds

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"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 - Aviva Healthcare, Sheffield

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“Learnt some new and different techniques that will help with escalated calls. Trainer was very well informed and delivered the workshop clearly and concisely and took time to ensure everyone understood – a very good workshop!"

DF, Team Manager - MNPA, Leatherhead

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“An excellent investment by any company that has customer facing staff. Trainers were enthusiastic and presented all material in a way that was relevant to the needs of our business. Excellent workshop – made learning fun!”

DF, Compliance Advisor, Think Finance, Bury St Edmunds

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“Excellent workshop! It contained relevant and useful advice and ideas on a subject which has been covered many time before, yet I was never bored - very good, keep it up!”

KS, Assistant Team Manager - MNPA, Leatherhead

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“I thought I knew it all – you lot sure proved me wrong! Great training – wish more companies could have this education”

CM, Help Centre Advisor, Heathrow Airport Ltd

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“Excellent content, delivery, pace – all spot on! I loved the enthusiasm and energy of the trainer – I feel genuinely enthused and motivated myself now!”

PB, Compliance Officer, Think Finance, Bury St Edmunds

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“Excellent - First Impression Training were 1st class! They certainly put a lot of work into getting it right and knowing our business – well done”

SE, Help Centre Advisor, Heathrow Airport Ltd

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“A very well presented and thought out training solution. FIT had researched our business and this L&D initiative very well and this was reflected in the way the training was delivered”

TB, Technical Support Manager

Here's just a few of the clients we've helped...