Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
- 1 (613) 836-3559
- info@beldingtraining.com
Training for Customer Service & Leadership Development
in Canada | USA | Asia | Europe
On-site and live-virtual courses customized for your team
Customer have higher expectations and lower patience then ever before – and a single poor customer experience is all it can take to lose a customer forever. Skills for dealing with difficult customers and challenging situations are now critical for the success of your organization and your employees.
Belding Training has been helping teams win over difficult customers for more than 30 years. Our on-site and virtual courses are customized specifically to your organization and the situations your team faces every day.
Your course will not be generic. We get to know your company, then build your program around the real situations your team handles. They will learn skills they can begin applying from day one.
Our Service Recovery and Dealing with Difficult Customer training is for anyone who serves customers, such as:
It is especially valuable when complaints or escalations are rising, employees are stressed or burned out by tough interactions, negative reviews are growing, or customers’ patience is being tested by change, delays or price increases.
All of our courses are customized specifically for your team, with skills and practices focused on your customers, your environment and your objectives. Your team will practice with real situations drawn from your business.
Here are three difficult customer and service recovery programs:
Frontline skills to prevent conflict, de-escalate and regain trust. Half day to full day.
Talk Judo and 20 targeted techniques for the toughest customer behaviours. Full day.
For managers and senior staff who resolve escalated issues and rebuild trust. Full day.
Organizational researchers Roger Mayer, James Davis and F. David Schoorman identified ability, benevolence and integrity as three factors in perceived trustworthiness in their model of organizational trust. Belding’s Trust-Based Customer Experience model applies these principles as Caring, Competence and Integrity.
A difficult interaction is a moment when trust is at risk. When your team shows they care, knows how to fix the problem and keeps its word, even an angry customer can leave with more confidence in you than before.
Service recovery is what your team does after a mistake, delay or failure has upset a customer. Done well, it does more than fix the problem. A study by The Belding Group found that 71.5% of WOW customer experiences began as a service failure.
The basic steps are simple: listen, acknowledge the problem, apologize, fix it and follow up. Doing them well under pressure takes practice, which is the focus of our Situational Service Recovery course.
All of our difficult customer courses are delivered live by a Belding certified trainer, on-site or in a virtual classroom. On-site formats run from full-day to two-day courses. Virtual programs are typically delivered in a series of two-hour modules that can be adapted to your teams’ schedules..
Your program will include a 4-8-week reinforcement component to help your team gain confidence, and to implement the skills in real situations. It includes a blend of components, such as email reminders of key skills, related videos, self-assessments, micro-modules and other bite-sized learning.
Every participant gets secure access to a private learning portal with the course materials, including session recordings, assessments and exercises, so they can refresh their skills before their next tough conversation.
Difficult situations often end up with a supervisor or manager. Our Handling Customer Escalations course and service leadership training give your leaders the skills to resolve escalated issues and coach their teams through difficult interactions.
Why organizations choose Belding for difficult customer training
Decades of experience with difficult customers. Shaun Belding wrote the book on the subject, Dealing with the Customer from Hell, and we have been helping teams handle angry, upset and unreasonable customers for more than 30 years.
A proven model. Talk Judo gives your team a simple, memorable way to stay calm and steer any conversation toward a solution.
Evidence-based, built on trust. Every skill we teach traces back to research on how trust is built and lost, including our own study, The Science of WOW.
Customized, never off the shelf. Every program is built around your organization and the customers your team actually serves.
Proven across industries and borders. We have worked with organizations in 26 countries spanning hundreds of industries.
“The training for our team were so very specially geared to our daily, real life work that it would be impossible to not take valuable, usable information from it”
– Baldor Electric
