Shaun Belding
Shaun Belding
Shaun Belding is CEO of The Belding Group of Companies, and is recognized as one of the leading global experts on customer service, leadership and workplace culture. He speaks extensively, and is author of 6 books, including the Amazon best-seller, The Journey to WOW - the path to outstanding customer experience and loyalty.
These 6 Common Customer Service Practices Actually Do More Harm Than Good
Business improvement isn’t always about adding new things – sometimes it’s about subtracting the things that are working against you. Here are six examples...
Outstanding Customer Service Starts With A Blink
Customer Service begins at the blink of an eye – and it’s easy to miss your opportunity to make a positive first impression. Constantly...
Customer Experience Tip: Lose the rules
Here’s the cleaned HTML with layout cruft removed but content preserved: xml Here’s a huge experience tip: Lose the rules, and make it easy for…
The ROI of customer service
Globally speaking, we are sucking at customer service. Sorry, but it’s true – and it’s getting worse. It’s not really a question of whether...
The Top 10 Best Customer Service Stories of 2025
The Top 10 Best Customer Service Stories from 2025 We are excited to announce the Top 10 Customer Service Stories from 2025!Every year, Belding...
4 “Insignificant” Skills For Connecting With People That Are Actually Very Significant
In 2005, a VP operations sat in on a customer service training program we had created for her company. It was the first of...
Restaurants Are Sabotaging Themselves — Here’s How
An outraged customer recently shared a receipt from a Panda Express restaurant showing a new fee: a 5% “Employee Benefits Surcharge.” It didn’t take...
What Outstanding Customer Service Leaders Do Differently
Truly outstanding customer service leaders — those who manage and supervise customer-facing teams — instantly stand out in the workplace. Their teams are cohesive,...
What is the ROI of Customer Experience
Is CX worth it? For the vast majority of organizations, the answer is a long, loud, reverberating Yes. I've seen far too many success stories for…
No Respect From Customers? Here’s What to Do
A lot of readers of our Winning at Work newsletter have asked what to do about customers who don’t respect them or the work...
Why Telcos, Banks and Utilities Fail At Customer Service
Why Big Businesses Fail at Customer Service Banking, Tech, Telecom, Airlines, Healthcare Are Getting Worse The story is always the same whenever a new survey…
This is How to Break Bad News to Customers
Breaking bad news is a part of many jobs. Police officers and surgeons have to tell someone that a loved one has died. Doctors...
It’s Not The Words. It’s the Attitude.
Skills matter. Examples of how to use language—not rigid scripts—matter. But it’s attitude that breathes life into them.
The Surprising Customer Experience Killer
Is it possible that your efforts to improve your customer experience is actually a customer loyalty killer? The answer for many companies, it turns out,...
Have an Angry Customer? Do This First
There are a number of effective strategies for dealing with angry customers, but there’s one response that should be your go-to: Step to the customer’s…
Why Generic Customer Service Training Doesn’t Work
Different Roles Need Different Customer Service Training If there’s one thing I’ve learned over the last thirty years, it’s that generic customer service training doesn’t...
Have An Ungrateful Customer? Here’s What To Do
Every now and then you might encounter customers who just don’t seem to appreciate what you’ve done for them. You jump through hoops to...
How to Get Greater Consistency in Customer Service
Our company has been designing training for customer service for over 30 years, and I’m fairly certain that every single one of our clients...
5 Tips For Beating Phone-Anxiety
Phone Anxiety? You’re Not Alone Don’t like using the phone with customers or colleagues? Does the thought of making or answering a phone call at...
3 Ways to Improve Internal Customer Service
Improving internal customer service should be a priority for every organization.Consider this: Fred is really good at the technical parts of his job, but colleagues...