Helping organizations succeed through
customer service performance and leadership
NEWS & EVENTS
April, 2011: RetailTrack Mystery Shopping & Consulting joins MSPA
Belding's sister division, RetailTrack, has joined the Mystery Shopping Providers Association - an international body promoting best practices in the mystery shopping industry. We're all very excited!
Belding Skills Training & Development only uses its own highly skilled, certified trainers to deliver our award-winning customer service training programs around the world. We, and our clients, have extraordinarily high standards for the calibre of people on our team.
We will be holding a new certification session this February for people interested in becoming a certified Belding World-Class Customer Service trainer. It is a one-week, intensive certification program. If you are interested, and would like to learn more, contact us at email@example.com. To see what we expect of our trainers, you can view our basic Certificatioin Criteria here.
Belding wins 2010 WOW award for customer service training program!
Belding Skills Training & Development has won the prestigious WOW Canadian Award for Training Excellence for 2010. The annual award is presented by the Canadian Society for Training & Development (CSTD) during their annual conference.
Belding won the award for a unique multi-level, year-long customer service improvement program created for Halifax Shopping Centre. The program, entitled Together We’re More, included training, motivation, and recognition for employees and retailers who went the extra mile for their customers. Halifax Shopping Centre went the extra mile too, handing out $10,000 in prizes to the best of the best.
“It was an exciting project from start to finish,” said Margo Ratcliffe, Belding’s Director of Training. “Halifax Shopping Centre was amazing to work with. They understand how important customer service is to the success of retailers, and made a huge commitment to them. We built the program, and they really took a leadership role in making it come to life.”
Some of the elements included:
- RetailTrack Mystery Shops of all stores – with prizes for the best performing stores
Shaun Belding, CEO, said, “Sometimes we take for granted just how hard customer service is in a retail environment. Retail employees are having to deal with hundreds – sometimes thousands – of people each week. It requires a lot of energy, skill and commitment to be consistently good. This program helped give them the skills, and recognize those who really stepped up.”
September 20, 2010 is Learn at Work Week!
Ottawa Region News Story, June 28, 2010:
Learning @ Work Week begins September 21st!
Great Video on a Customer Service failure: United Breaks Guitars!
World Training Conference Coming to Canada!
Belding certifies 10 World-Class Customer Service trainers
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
Customer retention a 'priority' during downturn in the face of the current economic downturn
Customer service is money in the bank
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
Small Business Research Board study says small businesses will concentrate on human resources and customer service to improve operations
Superior customer service imperative during economic downturn
Changi staff commended for customer service
The Belding Group Customer Service Report
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