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.
A Great Way To Deal With A Know-It-All Customer
I wish I could take the credit for all of the strategies I share in Winning at Work and in my books. But the truth is, I...
Why Southwest Rocks Customer Service
Southwest Airlines is known for their great customer service. Here's a terrific example of what it is like to be on one of their...
Customer Service on the MSC Preziosa
This is the fourth installment in an examination of customer service in nine countries - and customer service aboard the MSC PreziosaCustomer Service on...
World Tour Installment #2: Customer Service on MSC Preziosa
This is the second installment in an examination of customer service in nine countries - and customer service aboard theMSC PreziosaCustomer Service on The...
World Tour Installment #1: Customer Service in Santos Brazil
This is the first installment in an examination of customer service in nine countries - and customer service aboard theMSC Preziosa. If you've never done...
Can Comcast Turn The Customer Service Tide?
Brian Roberts, Comcast's chairman and CEO, admitted recently that the customer service delivered by the cable giant needs work. He, and Comcast EVP Neil Smit, claim...
2015 Not Starting Well for Telcom Customer Service
Oh dear. A collective shudder went up the spines of everyone who follows customer service a couple of weeks ago. It was the story...
Bell Canada Captures The Essence Of Customer Service
Telecoms are rarely used as shining examples of customer experience. More often than not, in fact, they are held up as shining examples of...
Good Cop – Good Cop
It's not unusual to find ourselves in situations where two people are working with the same customer on the same project or issue. You might...
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...
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...
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,...
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...
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...
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...
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...
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...
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...