Insights
Articles, insights, information and practical advice to help you get the results you need
Insights
Articles, insights, information and practical advice to help you get the results you need
How to cultivate a high trust culture
Observing how people behave and speak with each other, their customers and suppliers provides a great barometer to gauge levels of positivity and trust in your organisation. As we know, trust is essential for organisations to succeed, thrive and deliver exceptional outcomes, while culture is played out by what people say and do every day […]
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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 […]
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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 […]
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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 […]
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Five building blocks your people need to successfully embrace organisational change
The emergence of new digital technologies, the changing nature of the workforce and even the effects of the pandemic have created new opportunities as well as challenges for business transformation leaders. Today’s dynamic environment adds an extra level of urgency and complexity with companies increasingly having to respond to sudden shifts in the marketplace and […]
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Building “resilience muscle” to thrive
Taking the opportunity to learn when we face times of change, challenge or even adversity in our working lives can differentiate how we manage to cope or thrive whatever comes our way. The internet is buzzing with advice on resilience, particularly after the last two years, as we have all lived through such an extraordinary […]
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