Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
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 […]
Read More
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 […]
Read More
Supporting new managers: Building confidence and capability from day one
Stepping into a management role for the first time is an exciting milestone and offers many opportunities and challenges. For promotion to leadership to be successful as well as affirming, the right guidance and preparation is key. Many new managers find themselves navigating unfamiliar expectations, unclear responsibilities and a shift in workplace relationships – all […]
Read More
The right mindset for change
The ability to adapt has become a core business competence and is an essential skill to thrive through change. While strategy and resources matter in any change initiative, what separates teams that thrive from those that struggle is mindset. Of equal importance is language, which shapes and reinforces mindset. When reinforced with a positive first […]
Read More
Turning Online Learning into tangible service improvements: the blended eLearning advantage
In an ever-evolving world, customer expectations continue to rise, challenging customer service leaders to continually evaluate and enhance their service offerings. Recent research reinforces the critical importance of delivering excellent service: For senior leaders, the challenge lies in enhancing frontline capabilities without disrupting operational flow or incurring excessive costs, and this is where effective customer […]
Read More
Insights from MGI: Why people skills make a significant difference to tenant perception
Creating a thriving living environment for tenants is a fundamental priority for social housing associations. The 2024 National Tenant Survey from the Regulator of Social Housing outlines that while technical service delivery such as repairs and maintenance is critical, the way these services are provided significantly shapes tenant perceptions. So, how much do interpersonal skills […]
Read More
Get in touch
Ready to discover what we can do for you?
Let’s talk.