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Seven people skills that drive tenant satisfaction and service excellence

Social housing providers play a vital role in creating communities where people feel safe, supported and heard. As Tenant Satisfaction Measures continue to shape expectations across the sector, positive tenant interactions are central to building trust and delivering excellent service. Alongside the Housing Ombudsman’s Complaint Handling Code and the new Competence and Conduct Standard, there is an […]

Social housing: Embedding the behaviours required by the Competence and Conduct Standard

Turning behavioural expectations into everyday practice As the Competence and Conduct Standard moves closer to implementation, social housing providers are increasingly asking the same question: how do we move beyond policies and ensure professional behaviours are consistently demonstrated in practice? The conduct expectations within the Standard will apply from implementation. This means providers need to ensure professional, respectful and accountable behaviours are embedded […]

Empathy in Customer Service: Strategies for handling challenging situations

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Pathway to thriving and success: building your team’s resilience 

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Delivering Service Excellence in a Human and AI World

AI is transforming customer service at pace. Organisations are seeing real benefits as technology supports faster resolution of straightforward queries, improves efficiency and creates greater accessibility for customers. This shift creates a powerful opportunity. As AI supports structured, repeatable interactions, your people focus on the conversations that shape customer experience, trust and long-term relationships. These are the moments where the difference is […]

Mastering Three Vital Customer Service Skills in Frontline Financial Services

Working across the financial sector globally has consistently demonstrated the importance of three key customer service skills for frontline teams. Creating positive customer experiences, building trust and retaining customers requires a strong balance of people skills alongside technical knowledge. Whether handling a routine query, resolving a concern or delivering unwelcome news, a customer service representative’s approach can make the difference in the relationship […]

Social Housing: Delivering the Competence and Conduct Standard in Practice

The professionalisation of social housing is entering a new phase. With the outcome-based Competence and Conduct Standard coming into force this year, every registered provider in the UK is being asked to demonstrate that their team members have the knowledge, skills and behaviours to deliver safe, professional, respectful and customer-focused services. This is an opportunity to strengthen a customer-centric culture, build tenant trust and support people to thrive in […]

Embedding customer service excellence: The manager’s framework for lasting impact

At MGI Learning, we understand that the true value of customer service training lies in a structured combination of the learning event itself and what happens next. A powerful training programme can spark transformation, and it’s a successful embedding process that ensures new behaviours become a lasting part of company culture and drive business metrics. […]

Building strength through people: How customer service training helps Social Housing excel in changing times

The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: […]

Reducing redress in financial services: A culture of empathy, ownership and solutions

In financial services, redress and compensation present valuable insight into where service can evolve. Each instance points to a moment where a customer’s need could potentially have been met more effectively and, therefore, a chance to strengthen trust and long-term satisfaction. According to the FCA’s 2024 complaints data, redress payments remain highest in sectors where […]