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
Delivering customer service excellence with positive, solution-focused responses
Customer satisfaction can be strongly influenced by the immediate responses given whenever customers ask a question or make a request of us. The initial response we give indicates to the customer how solution-focused we are, whether we are really listening to understand their needs, are empathetic and collaborative. The choice the service giver makes about […]
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Nine characteristics of effective blended eLearning
Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can […]
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People power: The core skills vital for regulatory compliance and high TSM scores
Social housing organisations are embracing and working with several key changes in 2024 to conform to regulatory requirements. When working closely with our customers in the sector, we can appreciate the importance of working positively and productively to meet the expectations laid out in consumer standards, the Tenant Satisfaction Measures, the Ombudsman’s Complaint Handling Code […]
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Housing Series: Confident complaint handling skills – 7 key questions to ask
How equipped your team members feel they are to handle any complaint and feedback that they receive will have a direct impact on how satisfied your tenants are with your organisation’s complaint handling. As the Housing Ombudsman’s updated Complaint Handling Code becomes statutory and UK social housing organisations prepare to publish their Tenant Satisfaction Measures […]
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Considerations for integrating eLearning into your learning strategy
There are many benefits of having eLearning and blended learning approaches as part of your organisational learning strategy. In our discussions with potential customers, many ask if we believe you can ensure that the eLearning solution is engaging enough to deliver the results needed. At MGI, we’ve shown that eLearning can achieve very high levels […]
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Housing Series: Customer Service training – the one thing you can do to increase resident satisfaction and reduce complaints
We know from our experience with many social housing customers that teams are working hard to achieve good outcomes for residents are working in a challenging environment often influenced by factors beyond their control. Our frontline knowledge means we can be confident that there is one thing you can do straightaway to improve satisfaction and […]
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