Shaun Belding

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

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...

Will Sears be an Object Lesson in Bad Customer Service?

Sears has been in trouble for a while now, with an ancient business model and a seeming shortage of vision for the future.   They've...

By The Numbers: A Sears Customer Service Failure

If what we hear from the acting CEO of Sears, Eddie Lampert, is true, then this company doesn't stand a chance.  He believes that...

Change Your Words, Change Your World

Daniel Webster once wrote, "If all my possessions were taken from me with one exception, I would choose to keep the power of communication,...

Has Disneyland Forgotten About Customer Service?

Ask 10 people to identify World-Class Customer Experience providers, and 9 of them will say "Disney." It is, of course, unarguable that the Disney concept...

Staple’s Customer Service Customer Response Time – 13 Days and Counting…

Thirteen days ago I wrote in to Staples regarding a question on their printer ink guarantee. (Here's the post)  Still no response.  The question...

If You Claim To Have A Guarantee, You’d Better Honour It

"The large print giveth.  The small print taketh away."  Most organizations are moving away from this mentality.  In fact, many of the best customer...

THIS is Wow customer service! Nice job Thor!

I actually laughed out  loud when I read this. (If you click on the image, you'll see a larger version.   This is a...

Customer Service and the Disney Myth

(Reprinted with permission from the Winning at Work newsletter) Whenever there's talk about outstanding customer service, the names that inevitably comes up are Disney World...

Are Lawyers Killing Customer Loyalty?

A few weeks ago we discussed a significant (and ongoing) customer service blunder by McDonalds.  It appeared that a disgruntled employee had put something in...

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