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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 […]

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 […]

Management Development – Five steps for maximum engagement in training

Managers who are fulfilled and successful in their jobs are, as we know, happier, healthier, and more likely to drive productivity and exceptional results. Organisations that take the development of their managers seriously will provide ongoing learning and development to build both skill and engagement. When delivering Management Training Programmes across multiple sectors, we have […]

Setting the right mindset for 2022 with Customer Service Training

Customer Service Training is an important foundation stone for any organisation serious about delivering excellent customer experiences; our experience shows that one of the most vital elements that any customer service training should provide is a positive, optimal mindset which is essential for delivering excellence to customers and colleagues in every service situation. As we head […]

The magic formula for Customer Service Training excellence

Exceptional customer service is the key to loyalty, retention, business growth and profits and involves a set of skills which should combine in every service opportunity to create success and satisfaction. As we continue to navigate our way through varying degrees of change and uncertainty such as unexpected requests to work from home, it’s more […]

Take stock, act now and equip your people to flourish

The pandemic has been transformational in so many ways, and from our discussions across many sectors most people can identify and be grateful for at least some things that have changed for the better. There are undoubted demands on our teams from the myriad of changes in working patterns and practices that they have faced. […]

How to get buy-in to training from your team

One of the most important aspects of a successful, long-lasting training programme lies in the ability of every learner to buy into the reasons behind their learning journey to give them the motivation to take part. In order to have impact and persuade each one to engage with the programme every step of the way, […]

How to effectively embed training into team culture

One thing we know is true here at MGI Learning, is that significant business metric improvements are born from effective training. We mean more than just a successful training programme. What is needed is a fully effective, embedded, positive and obvious change in the way people operate and the organisational culture as a result of […]

The four vital ingredients for long-term training impact

As the future of training is changing from the dramatic world events of the last year, it’s a good time for leaders to embrace the enormous opportunity that exists in driving long-term, successful, and embedded change through motivated, engaged and equipped employees. It’s about supporting your people to develop life-long skills, create a continuous learning […]