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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 […]

Customer Service Training for Improving NPS and Key Customer Service Metrics

The goal of any customer service training should be to build the essential skills that specifically lead to improved customer satisfaction, retention and positive service metrics, including Net Promoter Score (NPS). By focusing on developing key people skills such as empathy, ownership and responsibility and solution-focus, customer service training provides people with the confidence and […]

The power of appropriate empathy in financial services

The ability to express empathy in customer service in the financial services sector is a vital customer service skill and can also be a determinant of customer loyalty and regulatory compliance in the UK. Empathy when expressed appropriately in a business context builds trust, enhances customer experience and helps resolve issues more effectively. Given the […]

Thriving through change: Why UK organisations must equip employees with essential change skills in 2025

In 2025, UK organisations are rightly focused on equipping their people to thrive through change as they face a landscape shaped by rapid technological advancements, economic volatility and shifting societal expectations. Success in this environment demands a workforce equipped with technical expertise and the people skills necessary to thrive through change. These include assessing the […]

Why impressive customer recognition matters in customer service

Customer recognition is the act of making customers feel valued, seen and appreciated. In a competitive marketplace, businesses that prioritise customer recognition stand out, building loyalty and enhancing the overall customer experience. Here are the key reasons why impressive customer recognition is crucial in customer service: 1. Builds strong emotional connections When customers feel […]

Seven people skills vital to meet Housing Tenant Satisfaction Measures

Social housing providers are entrusted with creating sustainable, supportive communities and meeting stringent standards set by the Regulator of Social Housing. Achieving high scores against the Tenant Satisfaction Measures (TSMs) requires operational efficiency and service standards underpinned by exceptional people skills. These skills are the cornerstone of building trust, fostering positive relationships and ensuring tenants […]

Building optimism as part of your customer service ethos

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

5 ways to improve customer care in your organisation

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]