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10-step formula for successful complaint handling

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 […]

Mindset matters – how to excel at managing complaints

Equipping everyone in your organisation with the ability to positively handle any complaint or feedback, however it is received into the organisation, is a tipping point for customer satisfaction. This is extremely important because when a complaint or any feedback comes into an organisation it is a well-documented and researched fact that how we respond […]

The power of the ‘Time Out’ formula in delivering customer satisfaction

Finding ways to help manage customer service situations to a successful and positive outcome, as well as providing support to service professionals to help, builds resilience in them and leads to better outcomes for all. As we know, sometimes the questions, complaints, feedback or challenges given to our service team members can be unexpected, complex […]

Confident complaint handling skills for customer service teams – 7 key questions to ask

How well equipped your customer service teams feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your customers are with your organisation’s complaint handling. We know from our experience working across multiple sectors that customer service teams continue to face high demands due to […]

Delivering customer service excellence with positive, solution-focused responses

Customer satisfaction can be strongly influenced by the immediate responses given whenever customers ask a question or make a request of us. The initial response we give indicates to the customer how solution-focused we are, whether we are really listening to understand their needs, are empathetic and collaborative. The choice the service giver makes about […]

Nine characteristics of effective blended eLearning

Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can […]

Considerations for integrating eLearning into your learning strategy

There are many benefits of having eLearning and blended learning approaches as part of your organisational learning strategy. In our discussions with potential customers, many ask if we believe you can ensure that the eLearning solution is engaging enough to deliver the results needed. At MGI, we’ve shown that eLearning can achieve very high levels […]

The world spins on service

Here at MGI we understand that every aspect of service determines the quality of how we live and work, and that is why we believe the world spins on service. We’re all aware of the importance of good service and that every organisation claims to prioritise it. Considering this, do we truly connect with just […]

A comprehensive guide to confident conversations in customer service

A frequent request from either new or existing customers is for MGI to help in equipping people with the skills they need to have confident conversations to effectively manage whatever comes their way at work. Interestingly this can include everyone from the Board room to the frontline customer service teams. Wherever you sit in the […]

Communicate clearly and beware of technical jargon in your conversations with customers!

To build the strongest and most positive relationships with customers, being clear in our communication is a fundamental need. Have you ever found yourself communicating with a customer and realise they are not grasping what you are trying to say? Could it be because you use technical shorthand to describe a process or procedure that […]