FIT BITS

I normally reserve talking about the well renowned Change Curve (a model originally developed in the 1960s by Elisabeth Kubler-Ross to explain the grieving process) for our culture change projects – a… Read More

Over the past few weeks, news of the spread of the corona virus has dominated the media and the messages have been rather bleak and scary, to say the least. They’re in our news feed; in our inbox; on … Read More

Telephone sales and appointment setting remains one of the most productive and cost-effective methods of reaching new clients for many businesses – but only if you have properly trained people represe… Read More

Here at FIT, we are all about helping you deliver world class customer service, so you can differentiate yourself from the competition. This week we are taking the word VALUE to a whole NEW LEVEL. I… Read More

Were you aware that saying things like 'don't worry', 'bear with me' and 'sorry to keep you waiting' (all common phrases within frontline operations like yours) are setting you off on the wrong foot, … Read More

Well you know me - I like to start the New Year with a bang and what better way to grab your attention at the start of this new decade than talking about something properly controversial this week. T… Read More

There’s a wise old quote that’s resonated with me for a very long time during my career… “If you want to SEE progress, look backward.  If you want to SEEK progress, look forward” And actually, it’s … Read More

I was blown away this week when I received an email from the lovely Paul Ainsworth, Editor-in-Chief of Customer Experience Magazine, who told me he was thrilled to announce that I’ve been shortlisted … Read More

I’ve mingled with them all this last week, albeit in a roundabout way – apart from a dragon that is, because I properly mingled with one of those this week…. Firstly, we spent the evening in the comp… Read More

I read a fascinating paper recently from Puzzel (www.puzzel.com) who conducted a survey focusing on how much emphasis customer service leaders and managers place on the experiences and welfare of thei… Read More