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Developing your people to enhance your customers experience

FIT BITS

Find out how to get the very best out of yourself and your teams with some great, practical advice from the call training expert.

Author: Marie Cross
Category:

I’m a Piscean, so maybe that’s why I have a particular soft spot for the FISH! Philosophy and its approach to customer satisfaction, which all began with Fish: A Remarkable Way to Boost Morale and Imp… Read More

Author: Marie Cross
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You may well find that you have staff who are competent on the phone with customers, but that they’re conversing in a way that doesn’t fit with your values. This often happens when staff have been in … Read More

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What’s the most important factor in your business? Now that’s a question. Is it… …your staff? …your location? …your customers? I bet you’re wondering what the right answer is aren’t you? Well, yo… Read More

Author: Marie Cross
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If you’re going to make any investment in people development and training for your staff, you need to measure the resulting value, otherwise you can’t manage it. There are numerous ways to do this, in… Read More

Author: Marie Cross
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Firstly, from all the FIT team, we wish you a very happy and prosperous new year.  As we look ahead into 2015 and begin to draw up our plans for the year we thought it appropriate to refresh our minds… Read More

Author: Marie Cross
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You’ve got to nourish and nurture your people in order to keep them! There’s a lifespan for every role in business, including customer service. Although we know it’s inevitable that staff will eventua… Read More

Author: Marie Cross
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Recruiting customer service staff presents several unique challenges. More than anything else, customer service staff need to be a good fit with the organisation – there cannot be a divide between tho… Read More

Author: Marie Cross
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Have you seen the Facebook video of the 4 year old boy acting out an inbound customer service call?  If you haven't we've added a link below and, whilst this should bring a smile to your face, we coul… Read More

Author: Marie Cross
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It’s important to have goals and targets – in business and in life – and setting meaningful Key Performance Indicators (KPIs) in the customer service setting is the key to going the extra mile for cli… Read More

Author: Marie Cross
Category:

Team leaders need to take an active part in maintaining morale – it’s not enough for them to remain isolated at their desks and assume employee motivation will be maintained. They need to be out there… Read More

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