Shaun Belding

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 been struggling in the traditional retail world for over a decade. And now, they are demonstrating that they also don't...

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 the answer to Sears woes is to close stores, and fire employees.  Yikes.  This indicates a profound ignorance of what...

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, for by it I would soon regain all the rest." Truer words were never spoken. It's amazing how much of a...

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 is unequalled.  But is it possible that they have become so certain of their superiority that they are beginning to...

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 becomes, of course, is this good enough in today's hyper-competitive world? Recent research tells us that "Ownership" and "Caring" are the...

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 service organizations go to great lengths these days to make sure people don't feel taken advantage of or deceived in...

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 winner from an Amazon.com rep who goes by the name Thor.  Talk about someone who knows how to engage 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 and Disneyland. For good reason - they are shining examples of the success an organization can achieve by focusing on...

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 a child's milkshake.  The parents are trying to find out what the something was, and McDonalds is refusing to tell...

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 in a world where market segments are becoming more and more commoditized, it's becoming a much tougher task. Customer experience, 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 KFC in Jacksonville Miss. will be at the top of the list for maybe the next decade. Here's the story: A 3...

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 colossal organization like McDonalds would have the concept of customer service recovery figured out, but apparently not.  Here's the story in...

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.  Yes, we had found a cruise we liked, but I wasn't looking forward to the sales pitch.  I assumed that...

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 ability language has to influence or create rapport with customers. Here are two more great examples: Positive: "I want to get…

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 language has to influence or create rapport with customers. Here are the next two: Positive: "Let's see if we can figure…

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 ended up as one. In a nutshell, or wireless speed had plummeted over the course of a few days to something marginally above...

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 the top of the game, as in 2005 when Fortune Magazine ranked them as the #1 most admired company.  And at times they've...

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 phrases that can trigger positive or negative responses with customers.  Here are the next two: Positive: "What if you tried..." When…

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 strong communication skills. They seem to instinctively know how to say the right thing in the right way at the...

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 going - so it just makes sense that businesses are there to deal with issues before they go viral.  But...

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