Finally! A customer service training solution for NHS frontline staff and managers who want to deliver a positive experience for patients and visitors in every situation...

...and make your life a lot easier at the same time!

If you operate within a ‘typical public sector environment’ as you do, where there are many other organisations or departments providing a service to patients or the general public, just like you are, YOUR customers are making decisions and choosing how they will perceive YOUR department AND talk about you to others, based purely on the DIFFERENCES you and your staff provide.

And you and I know that the only real, true difference in any NHS department or public sector organisation, is the SERVICE you provide – and of course, it’s YOUR STAFF that provide that service!

So they are your vital ingredient in the recipe of success in those moments of truth when your public engage with you. Why? Because your frontline staff will ultimately make or break those relationships with your ‘customers’, visitors and patients based on the quality of the service they deliver on behalf of the NHS – whether that’s by phone, face-to-face or in writing!

Put simply, far too many public sector organisations rely on ORDINARY customer service in the mistaken belief that "good is good enough". Or they’re delusional about what a customer EXPECTS from their experience or they honestly do think that if they’re just doing what everyone else in the public sector is doing to keep customers satisfied, then that’s OK!

Sure, OK customer service is OK! However, creating a customer experience that leaves the general public feeling POSITIVE about you and the NHS in general AND helps your Brand Ambassadors feel BETTER about the job they’re doing AND the service they’re providing, means your REPUTATION grows favourably AND so does your staff’s CONFIDENCE on the frontline!

The Ultimate Customer Service Training Programme (The UCSTP) has been designed UNIQUELY for frontline operations just like yours, to help you achieve exactly that!  It’s for those PUBLIC SECTOR organisations who recognise the only way to separate themselves from the ‘typical public sector’ image is to deliver a customer experience that simply differentiates them from everyone else in their field.

The UCSTP has been specifically developed for the individual learner - whether they’re a seasoned pro who’s never had any formal customer service training before or maybe haven’t experienced FIT’s Service for Success workshop (which was built uniquely for the Bowel Cancer Screening Programme Teams within the NHS by us) or they’re a brand new employee just going through their induction training.

The UCSTP will ensure a Best Practice approach to delivering world class customer service each and every time your staff engage with others, so that you’re able to turn satisfied or even happy members of the public, into ‘loyal fans’ AND ensure YOUR frontline staff stay happy too, with increased confidence and positivity about the job they do!

The UCSTP is literally BURSTING with 1% ideas, hints and tips guaranteed to make a 100% difference to your customers’ experience, so that YOUR frontline staff are able to SHOW UP and STAND OUT like no one else can or will!

You’ll have access to almost 40 years’ worth of practical, workable ‘holes in hands’ proven strategies for success AND when your staff complete the programme and receive their CPD Accredited Certificate of Achievement, they’ll also get exclusive access to the Members Only Facebook Group, where they’ll be able to tap into a rich resource of help and ongoing support both from the UCSTP team and other learners who are experiencing the programme right by their side.

One Purchase - Lifetime Access!

We've developed this programme especially for frontline staff just like YOURS! 

If you're in a customer-facing environment and need to instantly rocket your customer experience and increase your bottom line profits then this online learning programme is going to get you the results you need, want and require to get you that vital one-step ahead of your competition.

We're so confident the content of this programme is going to make a significant difference to your customers experience that we're going to make it available to every delegate FOR LIFE together with our 90 day money-back GUARANTEE!

*Easy Payment Options Available*

Here's our 100% Risk-Free Money Back Guarantee

We're offering you a full 90 DAY MONEY BACK GUARANTEE if you don't think this programme is right or relevant for you, or if you don't think you've got a whole range of fantastic gold-nugget ideas and techniques to implement immediately.

That's 3 months to absorb, practice and master the content so that you can have the comfort of knowing that this will have a HUGELY SIGNIFICANT AND POSITIVE IMPACT right there on your customer service frontline.

In fact, if we haven’t managed to convince you YET that the UCSTP is THE training programme for you & your frontline staff, then we want to go one step further and give you a sneaky peek of the programme COMPLETELY FREE OF CHARGE!

Just click on the button below, register your interest in previewing the programme and enjoy the free training session we've carefully selected for you to watch and evaluate.

Here's what our customers have to say...

"Brilliant training"

"We've been working with the FIT team for many years now - and this new online version of their brilliant training will be very welcomed by any new starter into our team."

Sharon Wilson
Asst. Operations Manager - BCSP Eastern Hub
Nottingham Univ. Hospitals NHS Trust
"Perfect"

"This new programme is perfect for frontline teams like ours, especially for new starters, to set Best Practice customer service in place from the outset"

Mark Stewart
Programme Hub Manager - BCSP London Hub
St. Marks Hospitals NHS Trust

So what's in the programme?

  • 1.

    Choosing your attitude each day – how to maintain a positive mental attitude throughout the day using our Top 10 Tips for staying on-track and keeping positive!

  • 2.

    How, and when, to use the customer's name to build rapport and to focus attention.

  • 3.

    How to develop and use a language of influence – use positive vocabulary and avoid negative, everyday language!

  • 4.

    A range of techniques designed to help you deliver BAD NEWS whilst still maintaining rapport with your customer

  • 5.

    Double the power of your vocal communication – turn up the volume, slow down the pace and create a voice of interest with your inflection.

  • 6.

    Master the art of giving a WIIFY! - whenever you want a customer to do anything for you let them know what’s in it for them

  • 7.

    How to apply the 2nd Option Technique to give the customer an illusion of choice and control

  • 8.

    Learn to Under Promise and Over Deliver in order to manage customer expectations.

  • 9.

    Follow the KISS principle - making it easy for our customer to communicate with us!

  • 10.

    Develop a range of questioning techniques to find out exactly what your customer or prospect wants or needs from you.

  • 11.

    Practice the 10 commandments of active listening

  • 12.

    Matching back with information that answers a question, provides a solution or establishes a plan of action for your customer or prospect.

  • 13.

    How to build rapport by mirroring and matching customers to ensure rapport is built and maintained throughout the conversation

  • 14.

    How to communicate, with positive impact, in the written word - follow the 10 Golden Rules of Netiquette

.....there's loads more too and we'll be right by your side every step of the way when you join our Facebook Members Group where you can share your ideas and experiences and send your questions directly to our team. 

See you on the other side!

We've developed this programme especially for frontline staff just like YOURS! 

If you're in a customer-facing environment and need to instantly rocket your customer experience a

nd increase your bottom line profits then this online learning programme is going to get you the results you need, want and require to get you that vital one-step ahead of your competition.

We're so confident the content of this programme is going to make a significant difference to your customers experience that we're going to make it available to every delegate FOR LIFE together with our 90 day money-back GUARANTEE!

* EASY PAYMENT OPTIONS AVAILABLE *