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Developing your people to enhance your customers experience

Maries' Mumblings

Author: Marie Cross
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Senior management do not always connect their vision with the output of their frontline operations when it comes to customer service training and people development, yet the people on the frontline are fulfilling this vision, so any money spent on their development surely represents an investment in… Read More

Author: Marie Cross
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It’s a sad fact that the happiness of staff often takes second place to the organisation’s demand for results. We need a committed and resilient workforce – people who have the ability to cope with everything from disgruntled customers to demanding team leaders – so our staff’s ability to handle str… Read More

Author: Marie Cross
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The way you engage with your customers and prospects is crucial in delivering a remarkable customer service experience and creating customer loyalty. It’s a tough marketplace out there and customers are increasingly picky about who they’ll do business with. The only true differentiator in any busin… Read More

Author: Marie Cross
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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 Improve Results (2000) by Stephen C. Lundin, Harry Paul and John Christensen, inspired by the real-life… 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 the same role for a long time and have become a little complacent, operating on auto-pilot, engaging… Read More

Author: Marie Cross
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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, you’ll be pleased to know, that it’s all of them. If you want your business to be as successful as it … 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, including pre and post-training employee surveys, customer satisfaction questionnaires and ‘mystery sh… 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 on what we can do to ensure our teams remain successful over the next 12 months. We all want our s… 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 eventually move on, you need to make sure that your very best staff stay with you for the long term. That’s… 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 those running the business and those delivering its customer service experience. It is worth rememberi… 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 couldn't help but wonder if there was a deeper message here for UK business. About 10 years ago you'll … 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 clients and getting the most out of customer service training and people development. KPIs are the goal… Read More

Author: Marie Cross
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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 ‘on the floor’ supporting their staff, listening in to calls and offering quick tips to improve per… Read More

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Author: Marie Cross
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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 employees will often be simply going through the motions, unaware that this will lead them subconsciously… Read More

Author: Marie Cross
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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 really make a film for me. I’m just a complete romantic at heart! The other week I came across a … Read More

Author: Marie Cross
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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 anything quite like this, which I stumbled upon recently: http://metro.co.uk/2014/08/07/high-street-p… Read More

Author: Marie Cross
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Creating a unique selling point for your business can be a tough challenge - unless of course you’re Richard Branson! After all, it is the force that drives your business. A great USP will radically improve the positioning and marketability of your company.  It will set you apart from competition, … Read More

Author: Marie Cross
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So I was reading about this new online craze a while back that had me seriously scratching my head. It’s called ‘Punch 4 Punch’, and it basically involves two people being videoed taking it in turns to punch each other in the same spot over and over again.  The first person to give up has to drink … Read More

Author: Marie Cross
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Something very exciting is happening – did you read about it the other week? A new type of car……..not just a new shape or model. A self-driving car! Now, I know what you’re thinking……yeah sure, it’s one of those things that will never happen. However, set aside your doubts because the self-drivi… Read More

Author: Marie Cross
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I was browsing the news a while ago and among all the doom and gloom, there was one headline that really made me chuckle… “US police detain giant tortoise after brief chase” A brief chase?! Apparently, a giant tortoise who goes by the name of Clark, gave the police a run for their money through … Read More

Author: Marie Cross
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One man from Warwickshire had a crazy idea that sprouted out of thin air… Stuart Kettel from Balsall Common, West Midlands decided to embark on a mission to push a Brussels sprout up Mount Snowdon using only his nose! He trained for this challenge by pushing a sprout around his garden with nothing… Read More

Author: Marie Cross
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Imagine if you could make your product more popular simply by adding something that hardly cost you anything and didn’t actually make the product any better? Now stop imagining - and start thinking.  Because you can do it.  And a man called Yao Yan has the holes in hands proof that it IS possible. … Read More

Author: Marie Cross
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When you think of a treasured memory people like to have photographed, you may be thinking that there’s only so much you can do…pregnant mothers, family photos, maybe even a fancy model photo-shoot of yourself, looking drop dead gorgeous!? However, a little family from Alabama has created something… Read More

Aug

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Author: Marie Cross
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We’re no strangers to seeing animals do some fairly bizarre things, like this bear strolling through a New Jersey neighbourhood on two feet - likely in an attempt to disguise itself as a human to avoid being shot! But when it comes to animal ingenuity, these photos of a dog riding a Segway surely t… Read More

Author: Marie Cross
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Who doesn't love Aldi? Lovely, tasty food at a fraction of the price you’d expect to pay at one of the big four. Aldi’s popularity has increased massively over the last few years, and some interesting research undertaken recently indicates that Aldis in France, Germany and Spain are EVEN cheaper. … Read More

Author: Marie Cross
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OK, if you know the team at First Impression Training well, you’re now likely thinking “WHAT? the FIT guys never STOP speaking up…. …..about their passion for helping us become better than we are already! …..about their obsession with us all striving for service excellence! …..about their insiste… Read More

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