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Building a service ethos to deliver the highest levels of customer satisfaction and NPS

An increase in NPS or other customer satisfaction measures is one of the most common metric improvements that MGI customers are looking to achieve through their investment in MGI training. We frequently hear of organisations becoming stuck at 20 or 30 NPS or 70 and 80% customer satisfaction and there seems to be an artificial […]

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 a successful culture. Here, we outline four characteristics that can foster a positive, inspired service culture in which every team member has high self-awareness and a solution-focused mindset, can work […]

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 and influence, and to accept that sometimes you need to move on in order to achieve the best outcomes. This is especially true when operating under pressure. As we connect […]

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 are demonstrating the power of a positive mindset and providing positive first responses to their customers. Having gathered the evidence and aligned it with what she has learned so far […]

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 infuse an organisation with sound, fundamental beliefs, aligning what all customer service team members say and do to consistently portray the uniqueness of your brand. Organisations that have a clear […]

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 organisations to proactively encourage and recognise positive feedback on their customer service. From our research there was an over-emphasis on complaints or negative feedback without any recognition of the good […]

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 control and responsibility, particularly in challenging environments where high demand and pressure are still prevalent today. Having proven options at their fingertips will enable your teams to deal positively with […]

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 lead to successful outcomes and satisfied, loyal customers. When you take some time to listen in to your teams’ everyday interactions with customers, and most especially the first thing they […]

How to get buy-in and commitment to customer service training

We all know that when workplaces create a culture of learning and development, they will see happier and more engaged teams with significantly higher levels of motivation and resilience to overcome any challenges that come their way. We are also aware that many team members are feeling highly-stretched and find it challenging to allocate time […]

Three simple steps to respond rapidly and properly to extended customer wait times

As excellent customer service-givers, we know that our goal is to provide an efficient, timely and professional service that showcases our confidence, capability and pride in what we do. During challenging times such as these when many external pressures beyond our control are driving longer than usual waiting times, how can we alleviate the frustrations […]