Customer Service Excellence Archives - Page 4 of 4 - MGI Learning - Creating Better Service in Business
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The winning formula for a thriving customer services team

As we move forward into 2021 and beyond, there is a huge opportunity to positively transform experiences for our people and customers. Customer services professionals are facing increased customer demands, adapting to different working environments, dealing with operational challenges and navigating ever-changing team dynamics. It’s our responsibility, as leaders, to empower our customer service people to thrive, […]

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Building strong customer relationships – acknowledging feedback in the right way

As we move through 2021, there is a clear opportunity to transform the way organisations provide service to their customers. Customer service leaders across all sectors have responded with exceptional resourcefulness to rapidly changing circumstances. Often, with challenging situations come excellent learning and insight, and we do not doubt that the pandemic will leave a […]

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The ace up your sleeve – “What I can do Is…”

Why it’s vitally important your Customer Service teams are well equipped to handle situations when they don’t know the answer straightaway. Having appropriate language and action skills at the fingertips of everyone in your Customer Service team will give your people time to find the very best solution to manage the myriad of new and […]

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What every customer service professional needs to know – a checklist of customer needs

Why do customers do the things they do? What makes them satisfied or dissatisfied with your service? What makes them happy or irritated and angry? What do customers really want in a service transaction? The answers to these questions have been researched by Psychologists for many years and as a professional service giver, your success […]

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The power of ‘yes’ in customer services

Have you ever considered the power of saying yes to customers? In our experience, the power of this simple affirmation – that we can do what the other person wants us to do – gives great potential to build powerful and strong relationships. Interestingly, it is often overlooked by Customer Service managers as a customer […]

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The game-changing difference of positive communications

The drive for recovery is gathering a head of steam. Making sure we really stand out to our customers and show them that we are ready, willing and able to help them and that they can trust us, will make a real difference.  This is best achieved through clear, positive communication that shows our customers […]

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Equipping your teams with the ability to handle whatever comes their way in the new normal

The galvanising camaraderie in the early weeks of lockdown helped frontline service teams pull together in the face of adversity.  As time slips by, helping people to have the stamina to carry on is on the minds of the managers and leaders of these teams. HR professionals tell us that equipping frontline service teams with […]

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