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 Organisational Cultures Finance sector Housing Sector Management Development Resilience & Wellbeing Thriving Through Change Training eLearning

How to cultivate a high trust culture

Observing how people behave and speak with each other, their customers and suppliers provides a great barometer to gauge levels of positivity and trust in your organisation. As we know, trust is essential for organisations to succeed, thrive and deliver exceptional outcomes, while culture is played out by what people say and do every day […]

Embedding customer service excellence: The manager’s framework for lasting impact

At MGI Learning, we understand that the true value of customer service training lies in a structured combination of the learning event itself and what happens next. A powerful training programme can spark transformation, and it’s a successful embedding process that ensures new behaviours become a lasting part of company culture and drive business metrics. […]

Building strength through people: How customer service training helps Social Housing excel in changing times

The social housing sector is experiencing one of the most dynamic periods in its history. From evolving government standards to increasing financial pressures, organisations are being called upon to deliver more, respond faster and maintain exceptional service, often with fewer resources. Within this climate of change lies a powerful opportunity to make a real difference: […]

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 […]

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 […]

Supporting New Managers: From Peer to Leader

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 […]

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