Helping organizations succeed through customer service performance and leadership

NEWS & EVENTS

Ottawa Region News Story, June 28, 2010:

Customer Service More Important Than Ever

SPECIAL ANNOUNCEMENT!

 Shaun Belding's newest book just released in the UK and North America!

Learning @ Work Week begins September 21st!

Great Video on a Customer Service failure:  United Breaks Guitars!

World Training Conference Coming to Canada!
The Canadian Society for Training & Development (CSTD)is hosting the 2009 IFTDO World Training Conference.  It is an absolute must attend for anyone remotely involved in training & development.  Here's the link:
http://www.cstd.ca/ProfessionalDevelopment/Conference/tabid/222/Default.aspx

Belding certifies 10 World-Class Customer Service trainers
Belding Skills Training & Development has certified 10 trainers for delivery of its award-winning World-Class Customer Service program.  "This was our first official certification program," said Shaun Belding, CEO of the Belding Group of Companies.  "We've always had a strong network of very skilled trainers, but we wanted to begin formalizing the process."

The trainers selected for the certification process came from a field of over 100 applicants.  The process itself was an intensive week-long event which tested the applicant's training skills, attitudes and the degree to which they embraced the principles of World-Class Customer Service.  Not all of Belding's existing trainers were able to attend the certification program, conducted in October, but it is expected that they will complete the program when it repeats in 2009.

"We are very excited," says Belding, "These are outstanding individuals who are passionate about customer service, and remarkably skilled trainers.  Our goal is to have the absolute best customer service training force in the world."

Customers are fighting back
A survey conducted by Harris Interactive has found that instead of being apathetic when customer have a poor customer service experience, they are now fighting back in a number of ways - many of which could directly influence a company's bottom line.  The study showed that 81% will stop doing business with a company because of a negative customer experience, and 69% will decide NEVER to use that company again.   74% of consumers tell others about their poor treatment, and 20% have posted negative feedback online or to a blog.

Customer retention a 'priority' during downturn in the face of the current economic downturn
Companies are choosing to prioritize customer retention at the top of their list. 34% of companies have rated it their main current concern, while only 8% are focusing on customer acquisition, according to a survey of European businesses by predictive analytics software firm SPSS. The result is a dramatic turn-around from previous years, when 40% of businesses rated customer acquisition as their main concern.

Customer service is money in the bank
A study sponsored by The Hartford has found that two in five consumers have switched their financial services provider because of poor customer service. The study also found that 38% of respondents will stop doing business with a financial firm as a result of poor service, while 76% said good customer relations was the key reason behind their choice of provider.

New research commissioned by workforce management expert Kronos suggests that 84% of shoppers are frustrated with queues at pay points and 74% of shoppers would actually leave a store without making a purchase if queues are too long.

ICBC awards 22 collision shops for customer service
The Insurance Corporation of British Columbia (ICBC) has announced that 22 of its accredited express repair shops have won AutocheX Premier Achiever Awards for excellence in customer satisfaction. The winners were recognized for achieving customer satisfaction ratings of 98.8 per cent or higher.

Small Business Research Board study says small businesses will concentrate on human resources and customer service to improve operations
Small business owners and managers in the U.S. confirmed they expect to more heavily focus on issues related to customer service and human resources to improve their operations the next 12 to 24 months rather than continue making significant investments in automation and technology, according to the latest Small Business Research Board (SBRB) study.

Superior customer service imperative during economic downturn
CHAPEL HILL, N.C.  With continuing economic woes, applying quality initiatives to customer service areas must show return to gain management buy-in. "Use great service to help establish a premium for product opportunity in a downturn."

Changi staff commended for customer service
SINGAPORE. Civil Aviation Authority of Singapore (CAAS) honoured 18 frontline airport staff for outstanding customer service at its Annual Airport Reception held at Changi Airport.

GREAT LINKS

The Belding Group Customer Service Report

April 2010
March 2010
February 2010
January 2010
September 2010
July 2009
June 2009
March 2009
February 2009
December 2008
November 2008
October 2008
August 2008
July 2008
June 2008
May 2008

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