The Outstanding
Customer Service Blog

Dealing with the customer in denial can be quite awkward.  Do you just let them make their own decision and absolve yourself from responsibility, or do you take a firm stand?  If you take a firm stand, you risk offending the customer.  If you take no action at all, you risk creating a dissatisfied customer – or worse.

Over the course of my time with Belding I’ve had the opportunity to work with a wide variety of organizations, all with the goal of helping them grow their business and standout in a competitive market as a result of their outstanding customer service.  I’ve seen a lot, I’ve heard a lot, and it has only been on very rare occasions that I haven’t known what an organization needs to do to see the change they’re hoping for.

For people to be in a role that involves customers, things like positive attitude, cheerfulness and smiling shouldn’t be a conscious effort.  It should be automatic, reflexive.  It’s not just what we do, it’s who we are. 

Don’t ever underestimate the impact your words can have on your customer, and the outcome of an interaction

Caring about customers means going beyond the treadworn myths about customers always being right and ‘treating people the way you would like to be treated.’ It means doing the right things for your customers, even when it means tough love.

The Only Way to Win an Argument With a Customer How do you win an

Service recovery skills will become an essential part of outstanding customer service  within the next two years. Article 2 of 3

Training for customer service skills and service recovery skills are critical. But companies first need to step up and make sure their practices and processes are in place.

There are many customer service skills that are essential to workplace success (even for those