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

 The Top 10 Customer Service Stories for 2021 This year’s Top 10 Customer Service Stories for 2021 is kind of special for us, as it represents a rebound from the previous year where positive stories were few and far between. The Bad News The bad news is that 2021 picked up where 2020 left off […] Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

 The Top 10 Customer Service Stories for 2021 If you are looking to improve your customer service for 2020, you needn’t look any further than these 10 fantastic customer service stories from 2019 for inspiration. This year’s picks are a great illustration of the absolute core of customer service – genuinely caring about the people […] Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end.  They decided they were in, not out. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more

CX successes that I've seen have had one thing in common -- a consistent and intensely passionate focus on their customers that extended throughout their organization. They focused on their journey, not the end.  They decided they were in, not out. Shaun Belding | www.beldingtraining.com Shaun Belding: Author, Entrepreneur, Speaker - Keynote speaker and customer service blog ..read more