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

Five steps to a compelling customer service wrap up

As Customer Service professionals, we can acknowledge the importance of delivering a clear and specific wrap up to every service interaction so that we inspire confidence and certainty in our customers and colleagues in our ability to deliver a timely and satisfying outcome. If we take a moment to step back and reflect on some […]

Simple yet effective: harness the power of the “Anything else” question

When it comes to delivering a positive conclusion to any customer service communication, the “Is there anything else I can help you with?” question is a valuable element of MGI Learning’s highly effective five-stage Wrap Up process. The key to making it relevant and successful lies in the sincerity and context within which it is […]

Five building blocks your people need to successfully embrace organisational change

The emergence of new digital technologies, the changing nature of the workforce and even the effects of the pandemic have created new opportunities as well as challenges for business transformation leaders. Today’s dynamic environment adds an extra level of urgency and complexity with companies increasingly having to respond to sudden shifts in the marketplace and […]

Building “resilience muscle” to thrive

Taking the opportunity to learn when we face times of change, challenge or even adversity in our working lives can differentiate how we manage to cope or thrive whatever comes our way. The internet is buzzing with advice on resilience, particularly after the last two years, as we have all lived through such an extraordinary […]

Four Key Characteristics Your People Need to Excel at Work

There are four essential building blocks that underpin a positive, high trust culture where collaboration, problem solving and great teamwork combine to drive innovation and high levels of employee engagement, customer satisfaction and productivity. Culture is played out by what people say and do every day – how they interact with colleagues and customers, their […]

Six characteristics of high impact customer service communications

Having the confidence and ability to excel in our language and actions in everyday situations is a valuable skill and the key to achieving outstanding customer service and colleague interaction. It all starts with an understanding of the basic building blocks of positive communication skills which enable us to use constructive, appreciative and confident language. […]

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