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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:

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
Category:

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
Category:

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
Category:

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
Category:

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
Category:

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

Author: Marie Cross
Category:

Burnout is a common problem for frontline staff, especially when they have been in the same role for several years and know the job inside out, to the extent they’re operating on autopilot. Such emplo… Read More

Author: Marie Cross
Category:

Prepare to cringe with affectionate approval! I must confess I’m an absolute sucker for happy endings – it must be the Piscean in me. Crescendos of emotional music and a final much-anticipated kiss… Read More

Author: Marie Cross
Category:

How are the price wars going in the high street near you? You’ve probably seen Topshop, H&M and Zara going at it hammer and tongs with window displays of late, although I bet you’ve never seen an… Read More

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