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Resources

Our free guides, checklists, eBooks and tools are designed to help your people thrive at work.

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Resources

Our free guides, checklists, eBooks and tools are designed to help your people thrive at work.

Chat with us
eBook – How to Excel at Customer Complaints
Download our eBook to help your customer service teams reflect on how they handle complaints and feedback—and equip them with practical ways to respond positively and take ownership.
Assessment tool: 12 questions to ask your customer service team
Use our 12-question assessment to uncover how your team thinks and feels about customer interactions—and identify where to celebrate strengths and offer support.
Assessment Guide: Management Training Needs
Use our assessment guide to evaluate your managers’ leadership capability and identify where training can unlock their full potential to inspire, influence and lead with impact.
SOCIAL HOUSING SECTOR: Checklist: 15 questions to excel against the Complaint Handling Code
Use our checklist to complement the Housing Ombudsman’s self-assessment and evaluate whether your culture and capability empower your people to meet and exceed the new Complaint Handling Code.
Checklist: Do your people demonstrate Ownership & Responsibility?
Use our assessment tool to evaluate how well your team demonstrates ownership and responsibility in their interactions—and identify where support or development is needed.
Assessment tool: Do your people have an Optimal Mindset?
Use our checklist to assess whether your teams demonstrate a positive, service-focused mindset and are equipped to collaborate and deliver excellent outcomes.
Information Guide: How to ensure long-lasting impact from training
Use our guide to ensure your training investment delivers long-term behavioural change through effective, organisation-wide embedding and support.
Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Assess whether your teams are using language that supports positive, empathetic service and avoid common phrases that can undermine customer experience.
Guide to assess your listening skills
Use our guide and 1-Day Journal tool to strengthen your listening skills and build more meaningful, collaborative relationships at every level.
SOCIAL HOUSING SECTOR: Glad > Sure > Sorry - the go to complaint handling tool for housing
Empower your team to respond confidently and constructively to resident feedback and complaints using our simple, proven Glad > Sure > Sorry tool.
Glad > Sure > Sorry - the go to complaint handling tool
Discover how our Glad > Sure > Sorry tool can boost your team’s confidence and capability in responding positively to complaints and feedback.
Four important productivity characteristics of Customer Service teams
Explore the four key characteristics of highly productive customer service teams and assess how consistently your team demonstrates them.
Guide: Eight Essentials to Improve Customer Satisfaction
Discover the eight essential factors that form the foundation of a customer-focused culture and assess how well they’re reflected in your team.
Six Steps to Confident Conversations for Managers and Teams 
Use our six-step model to approach any workplace conversation with confidence, empathy and clarity—supporting great service and strong relationships.
Tactics to Improve Productivity and Make Better Use of Your Time
Use our guide to help your teams boost resilience and productivity by focusing on what they can control using seven simple, proven questions.
Seven Characteristics of a Successful eLearning Experience
Explore the key elements of effective eLearning and blended programmes that deliver behaviour change and measurable business impact.
Checklist: How to meet customer expectations when handling feedback and complaints
Use our checklist to assess whether your customer service teams are equipped to turn feedback and complaints into opportunities for loyalty and improvement.
Checklist: The 8-point checklist for choosing the right training provider 
Use our checklist to choose a customer service training provider that drives lasting behavioural change and delivers real business results.
SOCIAL HOUSING SECTOR: Checklist - How to improve your Tenant Satisfaction Measures
Use our checklist to assess your teams’ capability in managing complaints effectively and take action to improve tenant satisfaction.
Our interactive Thriving Pathway Tool
Use our interactive Thriving Pathway tool to assess how resilient your team members are and identify the right support to help them thrive.
FINANCE SECTOR: Assessment Checklist: Do your financial services teams demonstrate these 7 Service Excellence Competencies?
Use our checklist to assess how well your financial services teams align with the 7 Service Excellence Competencies proven to drive customer satisfaction.
Communication Effectiveness Checklist: Building a Thriving Workplace
Discover how effective communication supports a thriving workplace and use our checklist to evaluate your organisation’s strengths.
5 Core Competencies Checklist: Assessing frontline and middle manager capability    
Assess whether your frontline and middle managers have the core leadership skills to turn strategy into action and drive results.
FINANCE SECTOR: The positive power of MGI’s Glad > Sure > Sorry tool for financial services teams  
Help your financial services teams respond to feedback with clarity and confidence using our Glad > Sure > Sorry tool.

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Read our latest articles

Explore our latest blogs, written on topics to help you and your people thrive at work.

Pathway to thriving and success: building your team’s resilience   
Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover
Mastering three vital customer service skills in frontline financial services 
Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover
The fundamental people skills needed by managers and leaders  
The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover
Building optimism as part of your customer service ethos  
Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover
5 ways to improve customer care in your organisation 
5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover
Empathy in Customer Service: Strategies for handling challenging situations 
Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

Discover
Pathway to thriving and success: building your team’s resilience   
Pathway to thriving and success: building your team’s resilience   

As today’s workforce navigates a dynamic environment, the need for skills that enhance wellbeing, resilience and optimism is an important priority. By focusing on their people’s needs, leaders can provide tools to empower their teams with confidence and resilience. This foundation strengthens collaborative efforts, fostering productive and positive workplaces that drive both individual and organisational […]

Discover
Mastering three vital customer service skills in frontline financial services 
Mastering three vital customer service skills in frontline financial services 

Working within the financial sector around the world has demonstrated to us at MGI the importance of three key customer service skills for all in the frontline to master. To create positive customer experiences, build trust, and retain customers requires an excellent balance of both people and technical skills and knowledge. Whether it’s handling a […]

Discover
The fundamental people skills needed by managers and leaders  
The fundamental people skills needed by managers and leaders  

Effective leadership and management are built on a solid foundation of people skills. Wherever an individual sits in an organisation, the ability to communicate respectfully, take ownership, focus on solutions and contribute positively to the organisation is paramount. These essential skills define how managers lead, inspire and collaborate with others and fostering them will lay […]

Discover
Building optimism as part of your customer service ethos  
Building optimism as part of your customer service ethos  

Optimism is a fundamental characteristic that shapes how service givers interact with customers, solve problems and contribute to the overall success of an organisation. Optimism fuels a positive outlook, encourages creativity in problem-solving and builds trust with customers. It empowers service givers to approach challenges as opportunities, ensuring that customers always feel heard, valued and […]

Discover
5 ways to improve customer care in your organisation 
5 ways to improve customer care in your organisation 

Knowing that service-givers in an organisation care about their customers and work diligently to do their best for them is an important factor in delivering service excellence. Therefore, a clear focus on customer care should be at the heart of any organisation. Delivering exceptional service strengthens relationships while boosting customer loyalty and satisfaction. To truly […]

Discover
Empathy in Customer Service: Strategies for handling challenging situations 
Empathy in Customer Service: Strategies for handling challenging situations 

Empathy is essential in customer service, as it helps build trust and ensures customers feel heard and valued. In our discussions with customers, there is a strong desire and need to help service givers professionally express empathy. Showing empathy is a vital service skill and can turn a negative experience into a positive one. Below […]

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