Belding helps companies enhance their service culture and create more positive workplaces by developing and delivering customized, World-Class training programs. We've been doing it for 24 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 customer service 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 look at your customer journey map and touchpoints - from face-to-face client interactions to telephone, live chat or social - to determine where training can have the biggest impact. From there, using the Six Pillars of Customer Service, we create focused, memorable workshops and programs 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 training programs are the best they have ever experienced. (See some of our testimonials). That's because we carefully design them so that they are relevant, meaningful for your team. Even fundamental customer service skills are approached in new and innovative ways.
We have worked with companies in Canada, the U. S., Asia and Europe. We understand service expectations in different cultures, and we make sure that every workshop, webinar, e-learning course or coaching program is an experience people won't forget.Training That Sticks
You want to make sure the customer service attitudes, skills and behaviours from the training stick. To do this, the 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 programs include employee coaching strategies, innovative blended-learning and ongoing support. We want to ensure the pieces are in place for continuous service improvement that will stand out with your customers.
A Better Way For Preventing and Defusing Conflict
The old adage, “It’s not what you say, but how you say it,” is true. Communication skills are at the core of every aspect of organizational success. They are particularly vital when negotiating, dealing with difficult customers or challenging situations.
Talk Judo is a dynamic new training program that teaches your team how to dealing with difficult customers, and skills for dealing with difficult situations. It teaches essential techniques for negotiating, persuading and motivating people. It helps increase customer satisfaction and retention, employee engagement and sales.
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 Judo takes four key principles of Judo and applies them to the way we communicate. Customized to your organization, Talk Judo is ideal for people in leadership, customer service, sales – anyone who deals with people on a professional level either in person or on the telephone. These are must-have 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 outstanding leadership skills are to the success of an organization. Great leaders make a great difference. This is particularly true when trying to create a customer service focused culture.We Help Your Leaders Become Outstanding
Our leadership training programs introduce the science behind creating an engaged workplace. Participants learn leadership skills that help them motivate, stimulate and engage their teams. The result? Greater productivity, employee engagement, and significantly higher external and internal customer service levels.Training That Creates Leaders for Life
We go beyond theory, and show your leaders how to apply the leadership skills in your specific environment. We give them tools and metrics that help them continuously improve. Most importantly, they learn how to transfer these powerful leadership skills to every aspect of their lives.
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.
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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 conducted over the last 18 months has reinforced why all organizations need to continue improving their customer experience and customer service skills.
Good Customer Service
Isn't Good Enough Any More: Video
Customer experience has improved dramatically over the last decade. So why do most people feel it's gotten worse? In this newly released customer service keynote video, Shaun Belding shows us why good customer service simply isn't good enough any more.