Empowering frontline teams with three essential skills

MGI Learning has successfully partnered with financial services organisations worldwide, equipping frontline teams with the skills to create positive customer experiences, build trust and foster long-term loyalty. Our training focuses on three essential customer service skills identified as critical by our customers: expressing empathy, handling feedback effectively, and delivering disappointing news with transparency and care. 

1. Expressing appropriate empathy in business  

A key opportunity to build trust in financial services is ensuring empathy is expressed in an authentic and actionable way. Traditional methods can feel scripted or impersonal. MGI’s training helps team members frame empathy around customer circumstances to acknowledge the impact of a situation while guiding the conversation towards a solution. 

Example: 
Instead of saying, “I understand how you feel,” team members are trained to respond with, “I can appreciate this situation is concerning for you, especially when it affects your account balance. Let’s work together to resolve this quickly.” 

Impact: 
This method ensures customers feel heard and reassured that their concerns are being addressed by someone who understands their circumstances, ultimately building trust and loyalty.  

3. Building trust while delivering disappointing news 

There are instances where frontline teams must deliver disappointing news, such as declining a loan application or denying a fee waiver. MGI’s training equips employees with tools to maintain positive customer relationships even in these situations. 

The MGI approach:
 
A structured three-step communication model enables service providers to handle these conversations effectively: 

1. Highlight what’s possible first: Present alternatives or available options before explaining what cannot be done. 

2. Clearly explain the limitation: Provide clarity on why a specific request cannot be fulfilled. 

3. Offer supportive alternatives: Suggest ways to move forward that help the customer, even if the initial request is not possible. 

Example: 
Instead of saying, “Unfortunately, we can’t waive that fee,” a representative might say, “I appreciate how this impacts you. While we can’t waive the fee today, I’d be happy to discuss ways to avoid it in the future. Would that be helpful?” 

Proven outcomes: 
Customers value honesty and transparency when receiving difficult news. By maintaining a solutions-focused approach, service teams can sustain trust and confidence, even when they are unable to meet a specific request. 

Results: Measurable improvements in customer experience 

Organisations that have implemented MGI’s training strategies report: 

• Increased customer satisfaction scores and NPS ratings. 

• A reduction in redress payments and complaint escalations. 

• Enhanced confidence among frontline teams in managing difficult conversations. 

• Stronger, more trusting relationships between customers and the organisation.