Insights

Articles, insights, information and practical advice to help you get the results you need

Chat with us

All Building Strong Relationships Customer Service Excellence eLearning Employee Engagement Finance sector Housing Sector Management Development Resilience & Wellbeing Thriving Through Change Training & eLearning Uncategorized

Six steps to excel at handling customer complaints

As we all know, when handled effectively, complaints can present us with powerful opportunities to build strong relationships and customer loyalty while also improving our service. That’s why it’s essential to ensure that Customer Service teams are fully trained, and equipped with the resilience, motivation and resources to step up and embrace these potentially more […]

Five steps to a compelling customer service wrap up

As Customer Service professionals, we can acknowledge the importance of delivering a clear and specific wrap up to every service interaction so that we inspire confidence and certainty in our customers and colleagues in our ability to deliver a timely and satisfying outcome. If we take a moment to step back and reflect on some […]

Simple yet effective: harness the power of the “Anything else” question

When it comes to delivering a positive conclusion to any customer service communication, the “Is there anything else I can help you with?” question is a valuable element of MGI Learning’s highly effective five-stage Wrap Up process. The key to making it relevant and successful lies in the sincerity and context within which it is […]

Six characteristics of high impact customer service communications

Having the confidence and ability to excel in our language and actions in everyday situations is a valuable skill and the key to achieving outstanding customer service and colleague interaction. It all starts with an understanding of the basic building blocks of positive communication skills which enable us to use constructive, appreciative and confident language. […]

How are your team thinking about customers? 12 questions to ask…

If you lift the lid on your customer service team today, to listen to exactly what they think about the service they provide to your customers, what would you hear? Understanding the current mindset of your people and their thoughts and feelings towards the service they provide and the challenges they face, is vital to […]

The world spins on service – thoughts from MGI Learning

Our training and proven approach to improving employee engagement, increasing customer satisfaction and building better teams is founded on the principle that “Everything you think, feel, say and do is either a service or a disservice to yourself and everyone around you.” This principle was developed by our founder, Mary Gober – a renowned expert […]

Three ways to use language to improve customer collaboration

The goal of any customer service professional is to ensure their customer is happy and receives a positive outcome. Demonstrating that you want to make a difference is a vital mindset for delivering excellent customer experiences and, along with the right behaviours and communication skills, can drive huge improvements in customer satisfaction levels. So, what happens when […]

The winning formula for a thriving customer services team

As we move forward into 2021 and beyond, there is a huge opportunity to positively transform experiences for our people and customers. Customer services professionals are facing increased customer demands, adapting to different working environments, dealing with operational challenges and navigating ever-changing team dynamics. It’s our responsibility, as leaders, to empower our customer service people to thrive, […]

Building strong customer relationships – acknowledging feedback in the right way

As we move through 2021, there is a clear opportunity to transform the way organisations provide service to their customers. Customer service leaders across all sectors have responded with exceptional resourcefulness to rapidly changing circumstances. Often, with challenging situations come excellent learning and insight, and we do not doubt that the pandemic will leave a […]

The ace up your sleeve – “What I can do Is…”

Why it’s vitally important your Customer Service teams are well equipped to handle situations when they don’t know the answer straightaway. Having appropriate language and action skills at the fingertips of everyone in your Customer Service team will give your people time to find the very best solution to manage the myriad of new and […]