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Developing your people to enhance your customers experience

How We Work

OUR solutions are individually tailored to meet YOUR specific people development objectives

We don't offer 'one size fits all' training solutions because we understand and respect the fact that the only thing our clients have in common is that they're all different - so we won’t attempt to treat you the same!

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.

This will enable us to:

  • 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.
  • Deliver training that is highly motivational, educational and totally 'you-focused'
  • 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'll equip your people with new skills and enthusiasm that will transform them into true brand ambassadors through their daily conversations with your customers – not just today, but tomorrow and into the future too.

FIT Model of Success

We recognise that performance improvement and enhanced behaviours are the single biggest justification for any training investment.  Our 5 step S.H.A.P.E. model follows a systematic approach to learning and development that guarantees achievement of your goals and secures your return on this investment.




Evaluation and identification of your unique needs and objectives through the FIT Healthcheck conducted within the operational environment with your frontline teams and leaders



Design and build of tailor-made learning and development interventions e.g. bespoke workshops, bitesize sessions, management mentoring programmes, coaching masterclasses



Delivery of bespoke interventions to frontline and management communities using a range of learning platforms. 



Live at-desk coaching, management mentoring, coach the coach &/or train the trainer initiatives designed to embed the new skills and behaviours, transfer ownership and ensure ‘stickability’ of the learning into the business as usual environment.



Checks and measures to assess ‘fitness levels’, ensure continuous improvement in best practice and proactively measure return on investment.

First Impressions training Free Resources
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 “This was an excellent course that was motivational and inspiring.  It was good to see different approaches and new ways to train and has given me lots of new ideas and skills to take back to the training room.  Good to be a delegate for a change!”

SB, Learning & Development Consultant HQ

AXA PLC, Bristol

"FIT showed us the importance of coaching when it comes to embedding new skills and changing behaviour - this was the critical success factor for our programme and without it we would not have achieved our goals.  We were also so impressed with their energy we will be inviting FIT back!"

DS, UK Training Manager

OOCL, Ipswich

“Best training workshop I’ve attended and would recommend it to others.  Trainers were excellent – very friendly, made everyone feel at ease and made the workshop really interesting and interactive. Wouldn’t change anything – just to say, thank you and keep up the excellent work!”

TF, Receptionist 

BACP, Leicestershire

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