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10 steps to boost tenant satisfaction with complaint handling

Building confidence and capability to handle any feedback coming into your social housing organisation lays the foundation for higher scores for complaint handling against the Tenant Satisfaction Measures (TSMs). It is becoming widely reported that achievement against this measure was lower than organisations in the sector can feel comfortable with. In our discussions across the […]

5 Practical Ways to Thrive Through Organisational Change

Organisational change presents significant opportunities for growth, innovation and improved efficiency. It can also be a challenging experience for any company. Whether it’s a restructure, a merger, a shift in business strategy, implementing new values or behaviours or the adoption of new technology, change often brings uncertainty. Thriving through organisational change requires a proactive, optimistic […]

Empowering the financial services frontline to deliver exceptional service

Customer service professionals in the fast-paced financial services sector play a crucial role in ensuring that clients receive the support and service they need, while facing a multifaceted array of challenges. From navigating regulatory complexities and managing highly charged situations to addressing technological issues and meeting elevated customer expectations, their role is both demanding and […]

Navigating business transformation: two elements to drive successful change

At MGI we understand how important it is for organisations to develop robust change management strategies to deal with ongoing organisational changes and challenges while empowering their people to thrive through change. In its Top 5 Priorities for HR Leaders in 2024, Gartner identifies Change Management as priority number 4, noting that preparing for and […]

Empowering Employees, Elevating Business: The Transformative Power of Customer Service Training

Customer Service training which equips people with the ability to handle any customer service interaction in a positive, solution-focused manner while also being clear when we are unable to do exactly what the customer wants, should have broader benefits beyond improving customer satisfaction scores. Of course, you want to ensure that any service training you […]

How well equipped are your Customer Service teams to handle complaints and feedback?

Is everyone in your organisation’s customer-facing roles equipped with the required skills and knowledge to effectively manage complaints? The points listed below will help you to assess how prepared they are and any gaps that may exist to inform you of any training that you might need to put in place. Do your team […]

Building a Business Case for Training: 5 Considerations to Secure Stakeholder Support

When presenting the case for budget approval for customer service training, you want to be as sure as you can that the outcomes from that training really stick and that any programme will deliver improvements in business results. To contend for budget against other spend, senior teams are looking for as much certainty as possible […]

6 steps to show empathy in customer service

Being skilled in demonstrating empathy opens the door to positive collaboration with customers which could otherwise be closed if we missed the opportunity. It starts to lay the important foundations for building customer satisfaction by showing that we care, can be relied on and trusted and are committed to finding solutions to customers’ issues. […]

10-step formula for successful complaint handling

Capitalising on the fact that complaints provide an excellent opportunity to learn and develop stronger, more collaborative relationships with customers gives a strong rationale for ensuring our teams are well equipped to handle these situations. Our proven formula for handling complaints has given thousands of service providers around the world the confidence to positively manage […]

Mindset matters – how to excel at managing complaints

Equipping everyone in your organisation with the ability to positively handle any complaint or feedback, however it is received into the organisation, is a tipping point for customer satisfaction. This is extremely important because when a complaint or any feedback comes into an organisation it is a well-documented and researched fact that how we respond […]