Belding helps companies enhance their customer service culture and create more positive workplaces by developing and delivering customized, World-Class customer service training programs. We've been doing it for over 25 years, and we're very, very good at it.
But to help ensure companies achieve measurable, sustainable improvement in customer satisfaction, we go beyond just the training component. We take the time to understand your organization, the nature of your customer interactions, and the role that customer service skills play in your success. We build effective customer service training programs around those skills can have the biggest impact. We use the Six Pillars of Customer Service to create focused, memorable workshops and classes that will engage your teams and delight your customers.World-Class Training That is Engaging, Effective and Memorable
Our clients consistently say that Belding's customer service training programs are the best they have ever experienced. (See some of our testimonials), and they see immediate improvement in their service performance. That's because we carefully design them so that they are relevant, meaningful for your team, with fundamental and advanced customer service skills presented in new and innovative ways.
The outcomes of our training are:
We have designed and delivered customer service training for companies in Canada, the USA, Asia and Europe. We understand service expectations in different cultures, and we make sure that every workshop, webinar, e-learning course and coaching program is an experience people won't forget.Training That Sticks
You want to make sure the attitudes, skills and behaviours from your customer service training stick. To do this, the training methodology has to be solid, and based on sound research.
One thing is for sure - creating a permanent new customer-focused culture takes a sustained effort. That's why our customer service training programs go beyond just workshops and seminars. They include employee coaching strategies, innovative blended-learning components, and ongoing reinforcement. We want to ensure the pieces are in place for continuous experience improvement that will help you stand out with your customers.
BLOG POST: ASOS Channels Eminem to Create Great Customer Service
10 August 2016 One of the biggest issues with customer service training – all training, in fact – is that it often doesn’t ‘stick.’ To steal from John Wanamaker’s famous quote about advertising, “Half the money I spend on training is wasted; the trouble is I don’t know which half.”
Over the last 25 years of our company’s work in customer service consulting and training in virtually every industry out there, I’ve seen my of share spectacular successes. I’ve also seen far too many initiatives that just didn’t seem to go anywhere. There are a lot of reasons this can happen, but here are the top three: ... Read More
A Better Way For Dealing with Difficult Customers & Situations
Could your team benefit from a customer service training program that helps them deal better with difficult customers or difficult situations?
Talk Judo is a dynamic, new, dealing with difficult customer training program series that introduces powerful skills for dealing with difficult situations. The highly interactive workshops include essential techniques for negotiating, persuading and turning around negative situations. The result: increased customer satisfaction and retention, greater customer loyalty, stronger employee engagement and higher sales.
Talk Judo is effective for dealing with difficult customers in person, on the telephone and in email correspondence.
Recent customer service research by The Belding Group has identified that over 70% of "Wow" customer service experiences - those moments people share in person or on social media - are created by turning negative situations into positive outcomes. Talk Judogives your team the skills to do that.
These workshops are customized specifically for your team. They are ideal for people in leadership, customer service, training, sales – anyone who deals with people in person or on the telephone. These are must-have customer service skills that every professional should have in their toolkit.
Whether it is reducing customer complaint escalations, increasing customer retention, improving sales or improving employee morale, the impact of Talk Judo can be seen in core business metrics.
Outstanding Leaders Make A Powerful Difference
We've all seen it. A new manager comes in and dramatically impacts the performance of a team - sometimes for the better, sometimes for the worse. It's a poignant reminder of how important leadership skills are. Great leaders make a great difference. And Belding's leadership training programs helps make great leaders.
Great Leaders Create Great Customer Service
Leaders who are skilled at coaching, motivating and directing their teams create the customer service companies need to to truly stand out. Belding leadership training programs introduce the science behind creating an engaged workplace.
The result? Greater productivity, significantly higher external and internal customer service levels, and more satisfied employees.Training That Creates Leaders for Life
Our leadership training goes beyond leadership theory, and provides tools and metrics that help your leaders continuously improve themselves, and their teams' customer service skills. Most importantly, they learn how to transfer these powerful skills to every aspect of their lives.
11 Rules For An Outstanding Customer Service Training Program
Do You Have An Outstanding Customer Service Attitude?
Effective training for customer service requires a significantly different approach than training for other skills. Whether you are developing the program internally for your company, or contracting an outside training firm to build and deliver it, make sure it includes these eight must-haves.
What Our Customers Say
“You brought my team back from the dead”
Toronto Convention Centre (Canada)
“The Belding Group is a world-class training company that not only met but exceeded our expectations. I would highly recommend them to any organization that is looking to enhance their customer experience.”
Lifestyle Family Fitness (USA)
“This is the best customer service training program we have ever had."
Cable Bahamas (Bahamas)
“I would highly recommend this training to all companies."
Customer Service Statistics
to Guide You in 2016
New research has reinforced why all organizations need to continue improving their experience and service levels. There is also much clearer direction and focus for customer service training and other programs...
The Four Myths of Customer Service: Video
There are four common myths that can be detrimental to your efforts to create memorable moments. They include: