Introduction to Outstanding Customer Service

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%201%20introA.mp4 Welcome to Outstanding Customer Service! (part 1) Note from Belding Training CEO, Shaun Belding: Hi! Welcome to the e-learning version of the world’s most popular customer service training program! Our goal in this course is to give you the skills and insights for delivering truly world-class customer service. The exciting part is that what […]

The Most Powerful Skill For Building Rapport

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%205-%20Topic4A.mp4 DOWNLOAD LESSON WORKSHEET The Most Powerful Skill For Building Rapport If you get good at this skill you will never have a challenge connecting with customers, colleagues, bosses – anybody. It’s that powerful. It is also something that very, very few people do. It is the practice of giving someone a simple, genuine compliment. […]

The Customer Who Gives You a Million Dollars

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%205-%20Topic3A.mp4 DOWNLOAD LESSON WORKSHEET The Customer Who Gives You A Million Dollars “A person’s name is to that person, the sweetest, most important sound in any language.” – Dale Carnegie In this section, you will learn: The importance of using people’s names How to easily remember people’s names Exercises: Practice your memory skills on the […]

The Power of Customer Focus

video poster lesson 5 Topic2

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%205-%20Topic2A.mp4 DOWNLOAD LESSON WORKSHEET The Power of Customer Focus When we did the Customer Service Quotient, we talked about the importance of “outward focus.” It plays a big role in sending the message that you care about customers. One great example of this is the impact of the simple sentence, “I want to get this […]

Five Simple Words Can Make a Big Difference

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%205-%20Topic1A.mp4 Five Simple Words Can Make a Big Difference “First Response,” has to do with the first words out of your mouth after you’ve gotten past the past the “hello’s,” and the customers tell you what they are looking for.  It is a critical opportunity to reinforce the message that you care. In this section, […]

The Scary Science of First Impressions

video poster lesson 4 Topic2

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%204-%20Topic2A.mp4 DOWNLOAD LESSON WORKSHEET the Scary Science of First Impressions We all know that other people judge us. But what you may not know is exactly how quickly people judge us you – and that it is far less positively than you may think. In this section, you will learn: How quickly people judge you […]

It Starts With A Smile

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%204-%20Topic1A.mp4 DOWNLOAD LESSON WORKSHEET It Starts With a Smile Your body language plays a huge role in how people perceive you. It’s important that you don’t unintentionally send negative messages to your customers! In this section, you will learn: The only facial expression that isn’t misunderstood Exercises: The Face Game Make sure to print your […]

Science of WOW

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%203-%20Topic2A.mp4 DOWNLOAD LESSON WORKSHEET The Science of WOW The definition of a WOW customer experience is: “A top-of-mind, memorable customer experience that people are likely to share with others” In this section, you will learn: The three things that create WOW expeeriences The six pillars of customer service

We All Have Stories

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%203-%20Topic1A.mp4 DOWNLOAD LESSON WORKSHEET We All Have Stories One thing we all have in common is that we all know what it’s like to be a customer. And most of  us have had at least one really horrible experience and also one of those really amazing experiences. Exploring these teach us a lot about customer […]

How to Interpret the Customer Service Quotient

https://beldingtraining.com/wp-content/uploads/CS1%20FINAL%20Lesson%202-%20Topic3A.mp4 DOWNLOAD LESSON WORKSHEET How to Interpret Your Customer Service Quotient The Customer Service Quotient gives you a glimpse as to how closely your current mindset matches that of truly outstanding service providers. In this section, you will learn: The importance of Customer Focus, Integrity and Relationship Building REFERENCE A scoring guide to your Customer […]