Shaun Belding

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...

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,...

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...

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...

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...

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...

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,...

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...

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...

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...

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...

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...

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