Shaun Belding

Two Words That Kill Rapport

The ability to build rapport is the hallmark of successful people everywhere. It plays a vital role in virtually every aspect of our lives.  Customer service, workplace relationships, negotiations, our personal lives, etc. Looking to improve your ability to build rapport?  Here are two things...

How To Take Ownership In Customer Service

The recent research from The Belding Group identified that the single most important factor in creating positive word of mouth is to take ownership in customer service situations.  This was the common element in 86.7% of the time.  The study also identified that, when...

The Surprising Customer Experience Killer

Is it possible that your efforts to improve your customer experience could actually be having the reverse effect? The answer for many companies, it turns out, is a resounding Yes.  And the issue is more common than you might think. This seeming paradox is stemming...

Zulily’s Brave Response Creates WOW Customer Service

There is a wonderful story going viral about the actions of a customer service representative at the online fashion retailer Zulily.  See the story here. It’s a pretty simple one really.  Basically, a Texas woman had ordered a coat that, once she’d tried it on, didn’t...

Comcast Customer Service – One Year Later

When Brian Roberts took over as CEO of cable giant Comcast a year ago, he pledged to improve their notoriously poor customer service. He, and EVP Neil Smit said they were taking action. Well, a year has gone by, and if one looks at the...

Customer Service Statistics to Guide You For 2016

New research conducted over the last 18 months has reinforced why all organizations need to continue improving their customer experience and customer service skills.  There is also much clearer direction and focus for customer service training and other programs.  Here is a synopsis of what should be guiding your customer...

How to Deal With Customer Service Language Barriers

In today’s global village it is not uncommon to find yourself face-to-face, or on the telephone, with a customer who is struggling with your language.  It can be a tremendously awkward and frustrating customer service situation for all concerned.  Here are six rules for...

Guide Your Customer Service Training Initiatives With These Six Pillars

When you are looking to improve the customer service in your organization, one of the first things you need to do is identify is the specific behaviours that need to be targetted.  What are the performance gaps that need to be closed? Customer service behaviours...

What To Do With A Suspicious Customer

Have you ever had a customer who just doesn’t quite seem to trust you? He (she) listens to you with raised eyebrow, and doesn’t take what you say at face value.  He looks for hidden agendas, and always looks for the “catch.” If you...

Have An Ungrateful Customer? Here’s What To Do

Occasionally you can encounter customers who just don't seem to appreciate what you've done for them. You jump through hoops to get a project finished. You give them special pricing. You acquiesce to their every demand. You go the extra mile and there is...

3 Ways to Prevent “Customer from Hell” Experiences

There has been a lot of research over the years on the things that make customers cranky. One very relevant, and somewhat surprising, piece of work was conducted by M.J. Bitner et al in the early 1990's. This study, entitled "The Service Encounter: Diagnosing...

A Great Way To Deal With A Know-It-All Customer

I wish I could take the credit for all of the strategies I share in Winning at Work and in my books. But the truth is, I learn far more from the people around me than I could ever teach. Several years ago, when I was working...

Why Southwest Rocks Customer Service

Southwest Airlines is known for their great customer service.  Here's a terrific example of what it is like to be on one of their flights!  Enjoy! Shaun

Customer Service on the MSC Preziosa

This is the fourth installment in an examination of customer service in nine countries - and customer service aboard the MSC PreziosaCustomer Service on The MSC Preziosa. (for the previous installment, see this link) In the last post about the MSC Preziosa, I didn't have...

World Tour Installment #2: Customer Service on MSC Preziosa

This is the second installment in an examination of customer service in nine countries - and customer service aboard theMSC PreziosaCustomer Service on The MSC Preziosa. (for the previous installment, see this link) There are not many places where customers have higher expectations than they...

World Tour Installment #1: Customer Service in Santos Brazil

This is the first installment in an examination of customer service in nine countries - and customer service aboard theMSC Preziosa. If you've never done it before, you have to try this: Go to a country where virtually no-one speaks your language. Imagine trying to...

Can Comcast Turn The Customer Service Tide?

Brian Roberts, Comcast's chairman and CEO, admitted recently that the customer service delivered by the cable giant needs work.  He, and Comcast EVP Neil Smit, claim that they are taking action to address it. The question is, of course, can they do it?  The odds aren't in...

2015 Not Starting Well for Telcom Customer Service

Oh dear.  A collective shudder went up the spines of everyone who follows customer service a couple of weeks ago.  It was the story about a Comcast agent who was unhappy that a customer was cancelling part of her plan.  After the very unpleasant...

Bell Canada Captures The Essence Of Customer Service

Telecoms are rarely used as shining examples of customer experience.  More often than not, in fact, they are held up as shining examples of how not to treat customers, with the number of complaints rivaled only by utilities in most countries.  And while Bell...

Good Cop – Good Cop

It's not unusual to find ourselves in situations where two people are working with the same customer on the same project or issue. You might be bringing in a coworker to get some additional information. You might be escalating an issue to a manager or...

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