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

Housing Series: Customer Service training – the one thing you can do to increase resident satisfaction and reduce complaints

We know from our experience with many social housing customers that teams are working hard to achieve good outcomes for residents are working in a challenging environment often influenced by factors beyond their control. Our frontline knowledge means we can be confident that there is one thing you can do straightaway to improve satisfaction and […]

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 […]

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 […]

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 […]

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 […]

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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