Articles
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
Harness the power of customer empathy and positive action
The ability to make the customer feel valued, respected, and listened to is the foundation of excellent customer service. As 2023 unfolds, the challenges of
Prioritisation skills for customer service managers – 6 questions to ask in times of challenge
One of the most valuable skills you can have as an effective customer service manager is the ability to differentiate between what you can control
The power of a positive first response in customer service
Evie McQuhae, our Marketing & Journalism gap-year student, has been out and about with MGI’s research team to see if customer service givers in retail
3 steps to bring your company values to life
A sincere and meaningful set of values distinguishes a company by clarifying its identity and uniting its people in a shared goal. Truly authentic values
Open the door to positive customer service feedback
Do you actively solicit positive customer service feedback from your customers? Research we have recently undertaken at MGI shows there is a real opportunity for
Management Development – Five steps for maximum engagement in training
Managers who are fulfilled and successful in their jobs are, as we know, happier, healthier, and more likely to drive productivity and exceptional results. Organisations
Taking time out – an effective tool to aid positive customer interactions
When we equip our frontline customer service teams with powerful tools to respond confidently to anything that comes their way, we empower them to take
Do your teams have the right language skills to deal with customers effectively?
Using the right language from the outset is a powerful skill and is more likely to result in a positive response which in turn will
