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Housing Series: Confident complaint handling skills – 7 key questions to ask

How equipped your team members feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your tenants are with your organisation’s complaint handling. As the Housing Ombudsman’s updated Complaint Handling Code becomes statutory and UK social housing organisations prepare to publish their Tenant Satisfaction Measures […]

Housing Series: Customer Service training – the one thing you can do to increase resident satisfaction and reduce complaints

We know from our experience with many social housing customers that teams are working hard to achieve good outcomes for residents are working in a challenging environment often influenced by factors beyond their control. Our frontline knowledge means we can be confident that there is one thing you can do straightaway to improve satisfaction and […]

4 helpful characteristics for customer service excellence

In our experience, talking to and working with customer service teams from a variety of industry sectors reveals some key traits that define and underpin a successful culture. Here, we outline four characteristics that can foster a positive, inspired service culture in which every team member has high self-awareness and a solution-focused mindset, can work […]

Harness the power of customer empathy and positive action

The ability to make the customer feel valued, respected, and listened to is the foundation of excellent customer service. As 2023 unfolds, the challenges of daily life for customers across many sectors calls for increased awareness of the need to offer genuine empathy in our everyday service interactions. “Everything you think, feel, say and do is […]

Prioritisation skills for customer service managers – 6 questions to ask in times of challenge

One of the most valuable skills you can have as an effective customer service manager is the ability to differentiate between what you can control and influence, and to accept that sometimes you need to move on in order to achieve the best outcomes. This is especially true when operating under pressure. As we connect […]

The power of a positive first response in customer service

Evie McQuhae, our Marketing & Journalism gap-year student, has been out and about with MGI’s research team to see if customer service givers in retail are demonstrating the power of a positive mindset and providing positive first responses to their customers. Having gathered the evidence and aligned it with what she has learned so far […]

3 steps to bring your company values to life

A sincere and meaningful set of values distinguishes a company by clarifying its identity and uniting its people in a shared goal. Truly authentic values infuse an organisation with sound, fundamental beliefs, aligning what all customer service team members say and do to consistently portray the uniqueness of your brand. Organisations that have a clear […]

Open the door to positive customer service feedback

Do you actively solicit positive customer service feedback from your customers? Research we have recently undertaken at MGI shows there is a real opportunity for organisations to proactively encourage and recognise positive feedback on their customer service. From our research there was an over-emphasis on complaints or negative feedback without any recognition of the good […]

Management Development – Five steps for maximum engagement in training

Managers who are fulfilled and successful in their jobs are, as we know, happier, healthier, and more likely to drive productivity and exceptional results. Organisations that take the development of their managers seriously will provide ongoing learning and development to build both skill and engagement. When delivering Management Training Programmes across multiple sectors, we have […]

Taking time out – an effective tool to aid positive customer interactions

When we equip our frontline customer service teams with powerful tools to respond confidently to anything that comes their way, we empower them to take control and responsibility, particularly in challenging environments where high demand and pressure are still prevalent today. Having proven options at their fingertips will enable your teams to deal positively with […]