Customer Service

How Small Business Can Give And Receive The Gift Of Time

Dave Borrelli | Posted 11.08.2016 | Canada Business
Dave Borrelli

Few know the value of time better than small business owners. For them, finding any advantage to make the most of their time is critical to achieving success. Luckily, technology can help squeeze maximum benefit out of the hours they do have. Here are a few ways small business can get more time back as they prepare to close out the calendar year.

Tech Or Treat: 3 Lessons Marketers Can Borrow From Halloween

Karin Campbell | Posted 10.24.2016 | Canada Business
Karin Campbell

A good marketer can find lessons and inspiration from just about anywhere. Whether it's a leveraging a pop culture moment, new trends, or a season, great marketers can bring a brand to life by paying attention to what's going on around them and listening to their audiences.

14 Ways To Provide Outstanding Online Customer Support

Melody McKinnon | Posted 10.17.2016 | Canada Business
Melody McKinnon

It's easier (and less expensive) to keep a customer than it is to acquire a new one. Turn that customer into a brand advocate and their worth is immeasurable. Treat them poorly and, thanks to the Internet, your brand can take a very public beating.

Transforming Patient Experience Puts The 'Care' Back Into Health Care

Jackie McAtee | Posted 09.07.2016 | Canada
Jackie McAtee

According to a 2016 GE Healthcare study, 81 per cent of patients are unsatisfied with their health care experience. While that is an American statisti...

The Danger Of Jargon: How To Engage Clients' Trust

Monique Caissie | Posted 08.19.2016 | Canada Business
Monique Caissie

Do we talk over people's heads sometimes to get the upper hand? We've all heard the saying "bulls**t baffles brains". That saying may come to mind when we think about our dealings with fast talking salespeople.

Can Being Too Honest Shoot You In The Foot?

Monique Caissie | Posted 06.06.2016 | Canada Business
Monique Caissie

Do you know people who shoot themselves in the foot with this "truth vigilantism"? Are there people you work with who don't have a good filter and say things that are unnecessary, self destructive or harmful to the team? How do you give them corrective feedback to stop listening to their anxious judge?

Where Everyone Knows Your Name

Rhonda Scharf | Posted 05.10.2016 | Canada Business
Rhonda Scharf

Take five minutes today to do something special for a customer, a coworker, a client, or even a stranger. You'll be amazed at how well it works.

I Love Uber, Not Its Directionally Challenged Drivers

Madaline Zannes | Posted 11.07.2016 | Canada Business
Madaline Zannes

Why is it when I get into an UberX car, the driver rarely knows which way to go? For those who have spent more than enough time being carted around by UberX, I can confidently say that you've likely found yourself in a navigational nightmare at least once (more so with a rideshare).

Don't Mistake Speed For Efficiency In Customer Service

Rhonda Scharf | Posted 04.06.2016 | Canada Business
Rhonda Scharf

It's Friday night and weather at Newark has caused another flight cancellation. The lines are long, but the staff is excellent and moving through the line quickly. And then I find out why. As pleasant, compassionate and friendly as they are, they are singularly focused on serving the customer quickly; yet not efficiently.

Automated Emails Build A Loyal Customer Base

Reggie Ramone | Posted 02.09.2016 | Canada Business
Reggie Ramone

A reoccurring concern I get quite often as a growth marketer (or growth hacker, for those in the know), is: "I have customers coming in the door. How...

Managing Their Expectations

Monique Caissie | Posted 01.15.2016 | Canada
Monique Caissie

I was consulting for a luxury car dealership not knowing what to expect. I'm one of those people who think "just get me from point A to point B - fan...

Make 2016 Your Company's Year Of Customer Service

Dave Borrelli | Posted 01.15.2016 | Canada Business
Dave Borrelli

With experts estimating it costs between four and 10 times more to acquire a new customer than it does to keep an existing one and the Canadian dollar taking a dive, you want to avoid churn at all costs by ensuring your customers are satisfied and will recommend your product or service to others.

Is Prejudice Lurking In Your Business?

Marcia Sirota | Posted 10.30.2016 | Canada Business
Marcia Sirota

Just this week, Aritzia, a popular retail clothing business, was called out for racism when one of its Toronto store employees was overheard by a customer making a racist remark. Aside from it being a toxic, terrible mindset, prejudice as a business practice makes no sense.

My Daily Battles as a Black Woman in Customer Service

ByBlacks.com | Posted 10.25.2016 | Canada Living
ByBlacks.com

I've been asked, "Where are you from?" more times at the bank than at any other workplace. The query is almost always followed by an individual's shock of how kind, efficient, or great my service was. In their mind, there's no way a black girl from [insert black country here] can be so nice at customer service.

Wireless Companies Should Just Call it 'Customer Disservice'

David Martin | Posted 10.15.2016 | Canada Living
David Martin

Like millions of other cell phone users, I've had to suffer the trials and tribulations of my phone company's customer service or what might more accurately be called their customer disservice. It all started with a text message to my daughter Sarah's phone informing her that she had reached 100 per cent usage for our shared 3 GB data plan.

4 Ways to Provide Better Customer Service in the Digital Age

Dave Borrelli | Posted 09.13.2016 | Canada Business
Dave Borrelli

Canadians love to complain about bad customer service. Twenty years ago, that might have meant griping over the phone or telling the tale over dinner. Today, that sharing can spread far and wide in the moment it happens over a myriad of social channels -- with photos to add flair. Businesses are taking note, not simply so they can provide good service, but so they can give customers the right service.

Why More Canadians Are Looking for Alternatives to Big Banks

Steve Bolton | Posted 08.17.2016 | Canada Business
Steve Bolton

According to a recent survey more Canadians than ever are becoming dissatisfied with their bank. In fact, the survey found nearly nine per cent of respondents said they will "definitely or probably" switch banks in the next 12 months, compared with seven per cent in 2014.

Mark McEwan Takes a Restaurant Approach to His Newest Grocery Store

Tiffany Leigh | Posted 07.17.2016 | Canada Living
Tiffany Leigh

Dubbed as an urban oasis, Chef Mark McEwan has taken his six years of knowledge from running his first McEwan food store in the Shops at Don Mills and utilized it to plant roots at his newest location in the heart of the financial district, the Toronto-Dominion Centre PATH.

If you Make Clients Feel Good, They'll Keep Coming Back

Rhonda Scharf | Posted 05.04.2016 | Canada Business
Rhonda Scharf

It's great to work with someone who makes you feel important. Someone who remembers your name, and maybe that you have a dog named Brownie or that you recently took a vacation to Florida. When you work with someone like that, the time seems to fly and you look forward to working with them again.

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

Eric Quon-Lee | Posted 12.23.2014 | 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 11.08.2014 | 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.