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
10 steps to boost tenant satisfaction with complaint handling
Building confidence and capability to handle any feedback coming into your social housing organisation lays the foundation for higher scores for complaint handling against the Tenant Satisfaction Measures (TSMs). It is becoming widely reported that achievement against this measure was lower than organisations in the sector can feel comfortable with. In our discussions across the […]
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Harness the power of customer empathy and positive action
The ability to make the customer feel valued, respected, and listened to is the foundation of excellent customer service. The challenges of daily life for customers across many sectors calls for increased awareness of the need to offer genuine empathy in our everyday service interactions. “Everything you think, feel, say and do is either a service […]
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5 Practical Ways to Thrive Through Organisational Change
Organisational change presents significant opportunities for growth, innovation and improved efficiency. It can also be a challenging experience for any company. Whether it’s a restructure, a merger, a shift in business strategy, implementing new values or behaviours or the adoption of new technology, change often brings uncertainty. Thriving through organisational change requires a proactive, optimistic […]
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Empowering the financial services frontline to deliver exceptional service
Customer service professionals in the fast-paced financial services sector play a crucial role in ensuring that clients receive the support and service they need, while facing a multifaceted array of challenges. From navigating regulatory complexities and managing highly charged situations to addressing technological issues and meeting elevated customer expectations, their role is both demanding and […]
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Navigating business transformation: two elements to drive successful change
At MGI we understand how important it is for organisations to develop robust change management strategies to deal with ongoing organisational changes and challenges while empowering their people to thrive through change. In its Top 5 Priorities for HR Leaders in 2024, Gartner identifies Change Management as priority number 4, noting that preparing for and […]
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Empowering Employees, Elevating Business: The Transformative Power of Customer Service Training
Customer Service training which equips people with the ability to handle any customer service interaction in a positive, solution-focused manner while also being clear when we are unable to do exactly what the customer wants, should have broader benefits beyond improving customer satisfaction scores. Of course, you want to ensure that any service training you […]
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