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The right mindset for change 

The ability to adapt has become a core business competence and is an essential skill to thrive through change. While strategy and resources matter in any change initiative, what separates teams that thrive from those that struggle is mindset. Of equal importance is language, which shapes and reinforces mindset. When reinforced with a positive first […]

Turning Online Learning into tangible service improvements: the blended eLearning advantage

In an ever-evolving world, customer expectations continue to rise, challenging customer service leaders to continually evaluate and enhance their service offerings. Recent research reinforces the critical importance of delivering excellent service: For senior leaders, the challenge lies in enhancing frontline capabilities without disrupting operational flow or incurring excessive costs, and this is where effective customer […]

Insights from MGI: Why people skills make a significant difference to tenant perception

Creating a thriving living environment for tenants is a fundamental priority for social housing associations. The 2024 National Tenant Survey from the Regulator of Social Housing outlines that while technical service delivery such as repairs and maintenance is critical, the way these services are provided significantly shapes tenant perceptions. So, how much do interpersonal skills […]

Courtesy: The key to creating a positive customer experience

Courtesy is a cornerstone of exceptional customer service, profoundly influencing customer satisfaction and loyalty. A polite, caring and respectful approach creates positive interactions, strengthens customer trust and turns routine service moments into memorable experiences. True courtesy is always an expression of real feeling towards customers – a sincere appreciation of their needs and should always […]