Insights
Articles, insights, information and practical advice to help you get the results you need
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Insights
Articles, insights, information and practical advice to help you get the results you need
Chat with us
The world spins on service
Here at MGI we understand that every aspect of service determines the quality of how we live and work, and that is why we believe the world spins on service. We’re all aware of the importance of good service and that every organisation claims to prioritise it. Considering this, do we truly connect with just […]
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A comprehensive guide to confident conversations in customer service
A frequent request from either new or existing customers is for MGI to help in equipping people with the skills they need to have confident conversations to effectively manage whatever comes their way at work. Interestingly this can include everyone from the Board room to the frontline customer service teams. Wherever you sit in the […]
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Communicate clearly and beware of technical jargon in your conversations with customers!
To build the strongest and most positive relationships with customers, being clear in our communication is a fundamental need. Have you ever found yourself communicating with a customer and realise they are not grasping what you are trying to say? Could it be because you use technical shorthand to describe a process or procedure that […]
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Building a service ethos to deliver the highest levels of customer satisfaction and NPS
An increase in NPS or other customer satisfaction measures is one of the most common metric improvements that MGI customers are looking to achieve through their investment in MGI training. We frequently hear of organisations becoming stuck at 20 or 30 NPS or 70 and 80% customer satisfaction and there seems to be an artificial […]
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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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 […]
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