At MGI we understand how important it is for organisations to develop robust change management strategies to deal with ongoing organisational changes and challenges while empowering their people to thrive through change. In its Top 5 Priorities for HR Leaders in 2024, Gartner identifies Change Management as priority number 4, noting that preparing for and […]

Customer Service training which equips people with the ability to handle any customer service interaction in a positive, solution-focused manner while also being clear when we are unable to do exactly what the customer wants, should have broader benefits beyond improving customer satisfaction scores. Of course, you want to ensure that any service training you […]

Is everyone in your organisation’s customer-facing roles equipped with the required skills and knowledge to effectively manage complaints? The points listed below will help you to assess how prepared they are and any gaps that may exist to inform you of any training that you might need to put in place.    Do your team […]

When presenting the case for budget approval for customer service training, you want to be as sure as you can that the outcomes from that training really stick and that any programme will deliver improvements in business results. To contend for budget against other spend, senior teams are looking for as much certainty as possible […]

Being skilled in demonstrating empathy opens the door to positive collaboration with customers which could otherwise be closed if we missed the opportunity. It starts to lay the important foundations for building customer satisfaction by showing that we care, can be relied on and trusted and are committed to finding solutions to customers’ issues.     […]

Capitalising on the fact that complaints provide an excellent opportunity to learn and develop stronger, more collaborative relationships with customers gives a strong rationale for ensuring our teams are well equipped to handle these situations. Our proven formula for handling complaints has given thousands of service providers around the world the confidence to positively manage […]