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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 […]

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 […]

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 […]

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 […]

Do your teams have the right language skills to deal with customers effectively?

Using the right language from the outset is a powerful skill and is more likely to result in a positive response which in turn will lead to successful outcomes and satisfied, loyal customers. When you take some time to listen in to your teams’ everyday interactions with customers, and most especially the first thing they […]

How to get buy-in and commitment to customer service training

We all know that when workplaces create a culture of learning and development, they will see happier and more engaged teams with significantly higher levels of motivation and resilience to overcome any challenges that come their way. We are also aware that many team members are feeling highly-stretched and find it challenging to allocate time […]

Three simple steps to respond rapidly and properly to extended customer wait times

As excellent customer service-givers, we know that our goal is to provide an efficient, timely and professional service that showcases our confidence, capability and pride in what we do. During challenging times such as these when many external pressures beyond our control are driving longer than usual waiting times, how can we alleviate the frustrations […]

Positive language is key to success

When we begin our communications with clear, positive language, we set the tone for the entire conversation by making the other person more receptive, able to listen and open to solutions. Understanding the significance of starting all communications with positive language is critical to providing excellent customer service because it enables us to build rapport […]

Taking control with a customer service ‘pause’ – a powerful tool to aid positive customer interactions

Customer service teams who are equipped, through training, with the skills to remain calm and in control of their emotions, responses and behaviours will rise to challenging situations and achieve excellent outcomes, whatever comes their way. Having the ability to step back, self-manage and rise above uncertainty is a powerful skill that can be learned and […]

The golden rule to deal positively with customer complaints

When handled properly, complaints provide us with powerful opportunities to build strong relationships and customer loyalty while also improving our service. That is why it is essential to equip Customer Service teams with the resilience, motivation, and resources to step up and embrace potentially more challenging customer interactions, particularly now as we adjust to new […]