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

Customer Service Excellence Building Strong Relationships Employee Engagement Management Development Resilience & Wellbeing Social Housing Sector Thriving Through Change Training & e-Learning

Confident complaint handling skills for customer service teams – 7 key questions to ask

How well equipped your customer service teams feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your customers are with your organisation’s complaint handling. We know from our experience working across multiple sectors that customer service teams continue to face high demands due to […]

Delivering customer service excellence with positive, solution-focused responses

Customer satisfaction can be strongly influenced by the immediate responses given whenever customers ask a question or make a request of us. The initial response we give indicates to the customer how solution-focused we are, whether we are really listening to understand their needs, are empathetic and collaborative. The choice the service giver makes about […]

Nine characteristics of effective blended eLearning

Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can […]

People power: The core skills vital for regulatory compliance and high TSM scores

Social housing organisations are embracing and working with several key changes in 2024 to conform to regulatory requirements. When working closely with our customers in the sector, we can appreciate the importance of working positively and productively to meet the expectations laid out in consumer standards, the Tenant Satisfaction Measures, the Ombudsman’s Complaint Handling Code […]

Housing Series: Confident complaint handling skills – 7 key questions to ask

How equipped your team members feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your tenants are with your organisation’s complaint handling. As the Housing Ombudsman’s updated Complaint Handling Code becomes statutory and UK social housing organisations prepare to publish their first set of […]

Considerations for integrating eLearning into your learning strategy

There are many benefits of having eLearning and blended learning approaches as part of your organisational learning strategy. In our discussions with potential customers, many ask if we believe you can ensure that the eLearning solution is engaging enough to deliver the results needed. At MGI, we’ve shown that eLearning can achieve very high levels […]

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