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How to prepare your people to thrive through change

Organisational change can impact expectations, ways of working, policy, systems and process. So how can you ensure your people are well equipped to effectively handle and adapt to these changes, and that those changes really stick to deliver the outcomes you are looking for? It’s our experience that organisations that focus on preparing their people […]

Equipping your people to return to work with 100% commitment

The impending return to the workplace will present a mixed bag of emotions across the UK’s workforce, as well as unprecedented challenges for leaders looking to ensure a smooth transition to first class customer service and outcomes. Leaders can get a head start by putting structured plans in place to ensure everyone feels safe, welcomed […]

Driving positive change for long term success and employee resilience and wellbeing

Much has been written over recent months about new and emerging values, lessons learned and an increasing move towards a more holistic and rewarding approach to our daily and working lives. Priorities have been reset, our emphasis has changed and many of us have been compelled to re-evaluate the things that matter most. To a […]

10 reasons to use virtual training to help your teams thrive in 2021

Over the last year, our customers have continued to offer training and development to their people in innovative ways. Those committed to supporting their teams to adapt and thrive have worked with us and other training providers to continue delivery using the digital and virtual options available. Over the year, many previously committed to in-person […]

What every customer service professional needs to know – a checklist of customer needs

Why do customers do the things they do? What makes them satisfied or dissatisfied with your service? What makes them happy or irritated and angry? What do customers really want in a service transaction? The answers to these questions have been researched by Psychologists for many years and as a professional service giver, your success […]

The power of ‘yes’ in customer services

Have you ever considered the power of saying yes to customers? In our experience, the power of this simple affirmation – that we can do what the other person wants us to do – gives great potential to build powerful and strong relationships. Interestingly, it is often overlooked by Customer Service managers as a customer […]

The game-changing difference of positive communications

The drive for recovery is gathering a head of steam. Making sure we really stand out to our customers and show them that we are ready, willing and able to help them and that they can trust us, will make a real difference. This is best achieved through clear, positive communication that shows our customers […]

Equipping your teams with the ability to handle whatever comes their way in the new normal

The galvanising camaraderie in the early weeks of lockdown helped frontline service teams pull together in the face of adversity. As time slips by, helping people to have the stamina to carry on is on the minds of the managers and leaders of these teams. HR professionals tell us that equipping frontline service teams with […]

Taking control of your mindset during lockdown

MGI Learning was founded on the principle pioneered by Mary Gober … “Everything you think, feel, say and do, is either a service or a disservice to yourself and everyone around you” – Mary Gober. Thinking about this quotation and how you can use it in challenging times like these, when we are all under […]

Why kindness is a “service” to ourselves and others….

We at MGI Learning wholeheartedly support Mental Health Awareness Week which takes place this week, 18 – 24 May 2020. In our organisational development work across many sectors and in many countries, we see the impact of mental health and how important this is to overall wellbeing, happiness and success. This year the focus for Mental Health […]