The 2022 list of best customer service stories was a tough one. Not only were there a lot of stories to choose from, but a great many of them were stories of great kindness. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

There has been a lot of research over the years on the things that make customers cranky. There is some surprising science to preventing customer conflict Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

The one place you absolutely don't want to be is in the bottom position of customer experience. Anecdotally, we've all heard people share stories of "the place I will never go back to." There is nothing worse than having the reputation of ABYC (Anyone But Your Company) in a customer's mind. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

It gives your customers greater confidence with the second person, and to establish that their needs are not just important to you, but to everybody in the organization. Here's an example of how it might work in a telephone conversation where you are connecting a customer to somebody in a different department: Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

How you manage customer expectations is a critical component to delivering outstanding customer experiences. When you can meet or exceed someone's expectations you trigger trust and the belief that you genuinely care about your customers. Unmet expectations, on the other hand, are the most common trigger for “difficult customers” or difficult situations that lead to the need for service recovery. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

We know that it is the critical opportunity to reinforce to customers that they made a good decision in doing business with us. Why on earth would we want to create barriers to those outcomes? Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

This is what WOW experiences are all about. This fantastic story about the actions of  Publix employee Gilnet Sainvil reaches to the very heart of creating loyalty. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

Last month we got not one, but three stories of truly WOW customer experiences. All three of them from a bank — the same bank. This, from my experience, is a customer service unicorn of the highest order. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

Internal customer service has become a hot topic over the last few years. It’s frustrating when you feel you can’t rely on your coworkers to do their part. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more