Swan Housing Group
Malcolm O’Brien, Group Head of HR
Swan – Making an Impact using MGI Methodology
“We chose MGI as we knew of their work elsewhere within the sector and their reputation for delivering excellent delegate experiences and helping to influence culture change in an organisation.
We recognised at Swan that although we had high levels of customer satisfaction we needed a further push to get to the next level and ensure that we had consistently excellent customer service across the business.
We chose MGI as in addition to the really practical tools they use they were very flexible in how this could be adapted for Swan and then cascaded to our employees. They worked with us to design the programme and incorporate our own organisational flavour. Once designed and planned we put all managers through the detailed session followed by an event that would help them embed it in their team. We then trained 10 volunteers to cascade key elements of the managers sessions to all employees in short ½ days workshops.
We have already seen how people have embraced the language, tools and tips shared in the sessions and we are convinced this will transfer to how we deal with colleagues and customers. An immediate reaction to the workshops showed that over 99% of attendees said the training will improve their approach to customer service.
We had a dedicated project team working on this at Swan and that worked really well with the dedicated contact account manager and lead trainer provided by MGI. They really got to know our business and kept us on track.
MGI not only deliver events that help to teach people the building block as that make up excellent customer service they also live it. They are very professional, efficient and friendly.”