About First Impression Training
First Impression Training is a people development organisation, specialising within the call and contact centre environment, wholly focused on creating positive and lasting change in the way your people interact with your prospects, customers and each other to encourage the win-win.
As we recognise that our clients are all different, a one-size-fits-all training and development solution for teams and/or leaders hardly seems appropriate in terms of matching our customers’ needs! We therefore work closely with you from the outset, to fully understand your business culture, products and services, as well as the needs of your customers.
WE OFFER A WEALTH OF EXPERIENCE ACROSS UK BUSINESSES
our training solutions are based on real ‘holes in hands’ experience within a broad range of organisations, so we can identify and relate to the many issues and challenges facing today’s telebusiness operations.
your business. We’re all about delivering positive change where it matters – to the frontline!
Our aim is to provide you with the independence and "know-how" to continually develop the FIT learning into business as usual, in order to achieve that ‘stickability’ factor and secure an effective return on your training investment.
We’re passionate about people development! We know that your staff are the only true USP in your business – they’re your most expensive yet vital asset. So it’s worth investing in their professional development, because they’re the difference that makes the difference when it comes to your customers’ experience of your service!
Through the FIT Healthcheck we'll spend time getting under the skin of your organisation, 'up close and personal' with your people, your customers and your processes, in order to embrace your culture and appraise where you are now and where you want to be. This way, we’ll really understand the needs of your people and your business.
Design and build a tailor-made learning and development solution especially for you, created by FIT's own training specialists, each with many years experience working with frontline operations, to enhance the talent of customer service, telesales and team leader communities across the business spectrum.
Provide live 1:1 coaching support to your people and transfer ownership of the learning to your Management community as you move into the business as usual environment
Ensure the right processes are in place to help you effectively measure your success and achieve that 'stickability' factor, through ROI activities that include customer satisfaction surveys, employee engagement forums, mystery shopping and peer-group feedback
. We’ve all truly ‘walked our talk’ having managed and developed frontline operations across a range of disciplines including soft-skills, process, quality, products, systems and telephony, performance management and customer experience. As a result, you can be assured that we’re able to share our in-depth knowledge, skills and ideas with you in a hands-on pragmatic way – ideas which are proven to work as effectively in the real world of business as they do in the perfect world of the classroom!
We are proud that this collective expertise isn’t just recognised by our
, but also through our contributions to a range of professional bodies promoting the very best on offer within the UK sales and service industry. Over recent years all members of the FIT team have acted as judges for the National Customer Service Awards, National Sales Awards and, most recently, the UK Customer Experience Awards. Key members of the FIT team are also active within the Customer Service Training Network (CSTN), a mutual self-help membership body for Customer Service Training professionals, wholly focused on developing Best Practice within the profession by the sharing of knowledge and expertise amongst its members throughout the UK.
We work with clients all over the UK, from large corporates to small businesses, across many sectors and with a diverse range of sales and
Always ensure that the FIT Consultants selected to work with you have practical, relevant knowledge and experience so they are ideally placed to help you achieve your goals
Take time to better understand your business through the FIT Healthcheck so that we can contextualise the learning solutions for highest possible impact with your people.
to ensure the learning is integrated into your internal development programme from recruitment to coaching and mentoring thereby ensuring consistency and improved performance throughout your “business as usual” activities.
Help you develop a suite of performance tools and behaviours designed specifically to accurately measure the effectiveness of the training and the return on your investment.
“We’re so confident that we can help you to enhance the skills and behaviours of your frontline staff to deliver a positive memorable experience for your customers, that we’ll do whatever it takes to make it happen – all we ask is that you and your team provide the same level of commitment, motivation and energy to get us all there!”
