Shaun Belding

Amazing Moorea Customer Service – but Princess Cruise Lines Needs Work

Today we went to Moorea, the small island 15 kilometers or so from Tahiti. We weren't able to get an excursion through Princess – they were all sold out – so we went in on the tender and found a delightful driver who...

Tahiti Intercontinental Hotel Customer Service

We spent the last three days in the Intercontinental hotel in Papeete. Two things struck us right away. First, Tahiti is truly a breathtaking country. The second thing that will take your breath away are the prices. Holy cow! It...

Ocean Princess Customer Service – so far so

It's been 5 years since I last ventured on to a Princess Cruise ship. Back then we found that their service really didn't meet our expectations. And, when they had the opportunity to really turn a bad situation into a giant win (see:...

Hawaiian Air Customer Service – nickels, dimes and blah

I was really looking forward to my first ever flight on Hawaiian Airlines. We had two long 5+ hour legs to our journey from Los Angeles to Honolulu, then to Papeete Tahiti. The first thing that struck me was the flight attendants on both...

Air Canada Customer Service Fail at LAX Lounge

The woman behind the counter at the Air Canada Lounge in the Los Angeles airport seemed pretty nice when we first met her. She told us about the air conditioning issue (very cold in there!), and efficiently went through her spiel on where...

For customer service TSA is A-OK at LAX

TSA gets a bad rap most of the time. It is often deserved, but in the Los Angeles airport they really do create a pretty pleasant experience – or, at least, as pleasant as the whole undressing and dressing thing can get. From the...

Live Chat for Customer Service – do it right, or don’t do it at...

Online Chat is a growing segment in the customer service world. But like any other customer service channel, if it's not done well, it probably shouldn't be used at all. Here's an example of 25 minutes of my life I will never...

Awesome Customer Service at Bubba Gump Shrimp Company

We took a walk down the Santa Monica pier yesterday evening, and decided to have dinner at the Bubba Gump Shrimp Company. The restaurant, themed after characters in the Forrest Gump movie, isn't intended to be fine dining, but definitely achieves fun dining. Not...

Customer Service at Bloomingdales & Nordstrom

We took a walk this evening through the newly renovated Santa Monica Place mall here in LA. It had been many years since I had been to either Bloomingdale's or Nordstom. The mall had both, so I decided to investigate. Our first stop...

Air Canada at the Ottawa Airport – One Weak Customer Service Link

We have officially begun our journey to check out customer service in nine countries over the next four weeks. We arrive at the Air Canada desk at a little after 4:00am. The agents at the desk were remarkably friendly and efficient –...

Customer Service is About Being Selfless

The Belding Group did some research back in the 2000?s to try and define the common characteristics of people who seemed to just naturally excel at customer service. The results, interestingly, came back in three broad categories. Basically, what we found was...

Customer Service Processes Need to be Customer Focused

Today I begin a whirlwind visit of a number of cities and countries - Kitchener/Waterloo, Los Angeles, Papeete,Bora Bora, Pago Pago, Moorea, Apia, Aukland, Tauranga, Sydney… I'm pretty sure I missed a few… Going to be LOTS of customer service experiences. To begin the...

Customer Service says Yes to the Dress

My youngest daughter is getting married. Now, I know what you're all thinking: "How can somebody as young as me have children getting married?" For the record, I'm wondering the same thing…. Nevertheless, it really is happening, and last weekend my daughter and...

Customer Service Contrasts: Egypt Air and Air Canada

I am officially in love with Air Canada's London Heathrow team. Just a week ago, they appeared like angels at the end of a painfully long travel experience. (See the post). This morning, they again delivered a standout customer experience –...

Movenpick Cairo – Great Customer Service Response

Last Saturday, I checked into the Movenpick in Cairo's Media City. I wrote about it in this blog, and the very unfortunate first impressions I had. The blog was automatically picked up by my Twitter & LinkedIn feeds. Clearly, Movenpick was watching, because...

Customer Service at Mena House and Movenpick Cairo

A funny thing happened on my way past the pyramids… My driver accidentally dropped me off at the Mina House Hotel instead of my true destination, the Movenpick Media City. After 20 hours of solid travel, I wasn't paying nearly close enough...

Air Canada Makes The Best Of A Bad Situation

When I woke up at 3:00am Friday morning to begin my journey from Ottawa to Cairo, things were looking grim. -15C and very little visibility due to a giant snowstorm just beginning to hit the East coast. By the time I was sitting...

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