Customer Service

The Ford Family's Customer Service Mantra Is A Waste Of Time and Money

Eric Quon-Lee | Posted 10.23.2014 | Canada Politics
Eric Quon-Lee

In a world where government bureaucrats continually treat residents as "taxable widgets" instead of citizens and where process overrules logic and common sense, the Ford family's apparent commitment to servicing every constituent complaint is not only refreshing but exactly what some constituents are looking for. The question though is whether or not it is the right approach to a growing and vibrant city.

What Customer Service People Really Wish They Could Say to You

Sajeel Qureshi | Posted 09.08.2014 | Canada Business
Sajeel Qureshi

Support is your organization's front line. Customers call them with problems. If your business is a football team your sales people are your offense. Support people are your defense. Here's a few things a support person wants to tell you, but can't.

LOOK: Telus Goes Totally Over The Top Thanking Loyal Customer

The Huffington Post Canada | Posted 06.27.2014 | Canada Business

Telus sure knows how to say thank you. The telecommunications company recently gave a loyal customer of two decades the surprise of her life. ...

What I Learned This Week: Doubling Up on a Word or Phrase Kills It

Andy Nulman | Posted 08.01.2014 | Canada
Andy Nulman

The two-time repetition of the words "It's coming...it's coming," a double-header separated by an ellipses-length beat, instead revealed a sense of frustration, denial and even ignorance on the part of the waiter, leading the guest to feel somewhat shoved aside, her concerns ignored and the problem still festering.

Why Sending Loyal Customers Away Is Great For Business

Andy Nulman | Posted 05.17.2014 | Canada Business
Andy Nulman

You gotta have a lot of confidence in your offering if you can recommend a competitor to a loyal client. It may appear counter-intuitive at first -- just like setting free something you hold dear -- but "Customer-first/Business-second" behaviour is refreshing and genuine.

How Parenting Relates to Business

Anne Day | Posted 04.16.2014 | Canada Living
Anne Day

Years ago in another life, I used to teach a parenting course and lately I am finding that the lessons I learned and taught in that program have some relevance to what I see today, and especially in running a business.

Stores Are Making It Harder To Get A Refund

CBC | Posted 03.26.2014 | Canada Business

Want your money back? Not so fast. Return policies are getting tighter as retailers try to protect themselves from returns fraud -- and honest custome...

Stop Big Telecom's Stranglehold on Canadian Households

Steve E. Anderson | Posted 01.23.2014 | Canada Business
Steve E. Anderson

The CRTC and the government should stop playing whack a mole and fully open up our networks by splitting them from Big Telecom control so Canadians can access all providers on an equal basis. We've seen again and again how Big Telecom will take any chance they can to mistreat and price-gouge Canadians, and it's time to make some common sense reforms.

How a Stolen Purse Led to Seattle Stealing My Heart

Tanya Iliakis | Posted 09.29.2013 | Canada British Columbia
Tanya Iliakis

We drove to Seattle, parked right in the heart of the city, strolled over to the shopping district and headed to Nordstom for a touch of "Sex And The City" glam, browsing beautiful designer purses, sun glasses, and, of course, shoes! And that's when our chick flick turned horror story: as my friend tried on a pair of Steve Madden boots, she left her Marc Jacobs purse, shopping bags and other merchandise on a chair. She took two steps forward, glanced in the mirror to see how the boots looked and immediately realized her purse was stolen. What happened next stole our hearts.

What I Learned This Week: Some People Just Want to Complain

Andy Nulman | Posted 08.23.2013 | Canada Business
Andy Nulman

Some people (albeit a small minority) just want to complain. They don't want the answer, they don't want things fixed, they don't want an end result. The catharsis and power of complaint is end result enough for them.

Are Brands Failing the Speed Test?

Mitch Joel | Posted 12.01.2012 | Canada Business
Mitch Joel

It turns out that consumers want one thing: their issues resolved. And, they want it done fast. Faster than fast. The challenge is this: the majority of brands act fast... as fast as they can. Sadly, it's not even close to being fast enough for consumers. Now, brands and consumers are going to have move forward and figure out a way to define what the true speed limits are.

Pillow Talk? Unbelievable Steps A Winnipeg Hotel Took To Please A Customer

The Huffington Post Canada | Joanna Adams | Posted 08.17.2012 | Canada Travel

Winnipeg's Fairmont Hotel honoured a highly unusual request from Calgary resident Gord Relph, to the delight of over two million people in just three ...

Eleven Tips for Wooing Customers

Cathrine Ann | Posted 10.02.2012 | Canada Business
Cathrine Ann

The customer experience becomes more important now than ever in a down economy. Especially when shoppers are now open to the idea of visiting your competition, unless you provided them with a shopping experience previously, that they don't want to trade. The more loyal your customers are, the better positioned you are to survive a downturn.

Twenty-Nine Years Later, Here's What I Know About Customer Service

Tim Hockey | Posted 08.27.2012 | Canada Business
Tim Hockey

I've worked at TD Canada Trust for 29 years, where I started out as a part-time teller. Everybody knows what a teller does, and I tried hard to best serve my customers quickly and ably. Despite all the customer service trends and fads over the years, in my experience there's one lesson that's rung most true: At the end of the day, people don't care how much you know until they know how much you care.

10 Tips to Get Your Brandname Out There on the Cheap

Debra Goldblatt-Sadowski | Posted 07.08.2012 | Canada Business
Debra Goldblatt-Sadowski

Connecting with your target market by incorporating publicity efforts into your day-to-day operations is increasingly important in an uncertain economy, even if you can't afford to hire an agency, or consultant just yet. Here are some useful tips small business teams can implement to stand out in the crowd.

Dear Restaurant: If You Don't Take Reservations, You've Lost Our Business

Erin and Courtney Henderson | Posted 05.07.2012 | Canada Living
Erin and Courtney Henderson

Restaurant owners, please listen up: we're all really busy, so we cannot gamble on the fact that your swanky eatery will be able to sit us at 7 p.m., because everyone eats at 7 p.m. We're going to a place where we've booked a table, knowing we can go right in, sit down and relax.

How to Build Brand Loyalty

Sharon Vinderine | Posted 05.02.2012 | Canada Business
Sharon Vinderine

As most start ups can tell you, introducing a new business to the market place requires factoring in many components. The most vital of which is credibility. A new business needs to figure out how to convince its target audience that they are a worthy supplier. The dilemma is that it's hard to prove how great you are when you haven't gotten the chance to do so.

Customer Service Fail? "Whatevs!"

Marc Skulnick | Posted 10.31.2012 | Canada Business
Marc Skulnick

Granted, it's hard to get into the Christmas spirit when it's 10 C out, but saying "Happy Holidays" seems to be yet another facet of the customer service experience that has gone by the wayside. That, and the very notion of actually serving the customer, it would seem.