Shaun Belding

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...

Standing Out In Customer Service Can Be a Good Thing….Or A Very Bad One

One of the greatest challenges all companies face is how to stand out in the minds of their customers. Market share is precious, and...

Worst Customer Service Experience of 2014 from KFC. Just inconceivable.

Every year we publish the best and worst of customer service for the previous year.  Well, my prediction is that this one about a...

Big Customer Service McMistake

McDonalds Restaurants have been listening a little too much to their lawyers, it seems, and not enough to their customers. One would think that a...

A Customer Service Shoutout To Vacations-To-Go

When I clicked on the "Have an agent call me" button on the Vacations to Go website, I had a momentary feeling of dread. ...

Part 4: Are You Using These Magic Customer Service Words?

This is the final part of the four-part series on Magic Customer Service Words, where we're examining "Positive" and "Negative" language - and the...

Part 3: Are You Using These Magic Customer Service Words?

This is part three of the four-part series on Magic Customer Service Words, where we're examining "Positive" and "Negative" language - and the ability...

Customer Service Trumps Perfection

I just had a great experience with a local Wireless Telecom provider, Northwind Wireless.  It didn't start out as a great experience, but it...

Customer Service Shouldn’t Be Painful

Dell Computers has had a bit of a roller coaster ride when it comes to their customer experience.  At times they have been at...

Magic Customer Service Words – Part 2

This is the second of four articles on Magic Customer Service Words.  In this series, we're exploring "Positive" and "Negative" language - words and...

Magic Customer Service Words – Part 1

When you take a look at those individuals who are truly outstanding customer service providers, one of the things they have in common are...

Service Recovery in Social Media. Are We Doing it Right?

Pretty much everyone agrees that social media seems to be the new go-to platform for dealing with service failures.  Certainly, that's where customers are...

Customer Service Starts At The Top

By far the most common comment we hear in our customer service training programs is "I wish my manager would take this course."   Similarly,...

The Trust Factor in Customer Loyalty

It's been almost 40 years since I got my first real car - a used 1972 Ford Maverick. (The picture is actually of a Ford...

Was it Air Canada’s Policies, Processes or People Who Failed?

There is a new viral video on YouTube showing an Air Canada luggage handler dropping bags from a 20 ft height into a bin....

Should Processes Trump Customer Loyalty?

Over the last 20 years, there has been a huge push on process improvement.  There was the TQM (Total Quality Management) mantra, which preached a stifling...

The Formula For Customer Service Training – customer_service

The following article is reproduced from Winning at Work: Delivering great customer experience used to be a 'nice-to-have' in the business world. From time to time...

Has WestJet Gotten Too Big to Deliver Great Customer Service?

Apparently, WestJet doesn't need to improve - they just need smarter customers. That was the message I got this morning when I questioned why it...

It’s Not Customer Service, But… Well, Maybe It Is

The foundation for delivering World-Class customer service really is pretty simple.  It's all about caring.  At its very essence,  the more your customers believe that...

Is Improving Customer Experience One of Your Goals?

Creating a customer-focused experience isn't easy.  Here is an excerpt from our latest Winning At Work Newsletter that outlines the 7 steps for making...

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