Customer Service & Leadership Research & White Papers
The Top 24 Mistakes Made By Customer Service Professionals
What are the most common mistakes people in customer service make? The Belding Group asked members of their LinkedIn Customer Service Champions group what they thought. The tremendous response by over 200 customer service professionals fell into 24 categories.
The Science of WOW! Customer Service
The Science of WOW! Customer Service is a groundbreaking study on the elements that create viral customer service experiences. The research was conducted over three years in seven North American and Asian/South Pacific countries, and completed in 2015. The results help provide clear direction for organizations who are looking to create customer service experiences that people talk about.
How Companies Can Apply The Science of WOW!
Science of WOW! Customer Service research points to three core directions for organizations, and three critical attributes for employees. This whitepaper examines these, and the 20 strategies for achieving WOW! customer experiences in any organization.
Stickiness: How To Create Change Through Training
Stickiness is a look at the ten key elements that must come together to ensure that your customer service and leadership training creates real change in your organization. This is a must-have guide for people who design and deliver training for their organizations.
Customers Crave Personal Connections at Critical Moments
The last two decades has seen tremendous growth in Customer Relationship Management (CRM) systems, and processes that push customers to more self-serve options. Sometimes these initiatives are driven by companies genuinely trying to improve or speed up customers' experience. Sometimes they are driven by a company simply trying to reduce their own expenses by downloading the work back to the customer.
A recent study by Bain & Company suggests that there might be a hidden cost to removing customer service from the customer experience equation. It suggests that we actually like talking with people who are skilled and genuinely care enough to make sure we are satisfied.
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Customer Service Training
Belding’s Outstanding Training Series
Talk Judo Training
One of the most critical components for standing out in customer service is the the ability to recover from service failures, and deal with difficult people and situations. 2014 research by The Belding Group identified that seven-out-of-ten "Wow" customer experiences began with a service failure.
Talk Judo gives your team powerful skills for effective persuasion, and for turning negative situations into positive outcomes. Find out more here.
Countless studies demonstrate the payoff of a highly engaged workforce. This dynamic leadership workshop transfers core skills for engaging and motivating employees turning negative situations into positive outcomes. Find out more here.
This high-level workshop introduces the proven principles of creating a culture that creates consistently high customer experiences. The results? Greater customer satisfaction and greater employee retention. Find out more here.