RSS Feed
TwitterCustomer service is an easy topic of conversation. Everyone has an opinion…of course it seems there’s more to complain about than praise. Many I’ve spoken with have stories to tell and, finally, one of them I’ve heard from for a while decided to step up and share hers. Below, a guest post from Ranjit Sundur. [...]
Archive for the ‘Guest Reviews’ Category
High Test Or Unleaded: Why Moka House Isn’t Challenging Starbucks For Coffee Supremacy Anytime Soon
May 9th, 2011 
Russel The man likes his coffee, but he likes customer service just as much. Dave Caughran shares his caffeine experience with us in the latest Upsell guest post. Why is it that I find myself writing about the failings of the small‘ish’ local business and promoting the extra mile that a giant multinational business goes? Here’s [...]
Posted in Guest Reviews 
Tags: chain stores, Coffee, Moka House, small business, Starbucks, Tim Hortons, Victoria, youtube 
8 Comments »A Tale of Two Beds Or How Sears Failed Customer Service 101 – Guest Post from Katharine Holmes
April 5th, 2011 Russel Welcome to the good, the bad and the really bad of customer service. Katharine Holmes recounts her epic attempt to purchase a bunk bed from Sears Canada. For a while now, my husband, Paul, and I had planned on getting our son a bunk bed. We were moving in a few weeks, so we thought [...]
Black Swan to White Swan pt. 2 – Guest Post from Adrian Charlie
January 12th, 2011 Russel Adrian Charlie’s last guest post took us down a dark path of bad customer service. Can part two take us to a land of engagement, leadership and assistance? Read on: The next morning I found a DM from Swans: “The GM of Swans, Janina Ceglarz, would like to address your issue personally. Please call xxx-xxxx, or [...]
Black Swan to White Swan pt. 1 – Guest Post from Adrian Charlie
January 9th, 2011 Russel Adrian Charlie recently had a pretty interesting customer service experience at a local bar. I read as he tweeted a few comments while it happened and, as the “are you kidding me” moments ramped up, I had to ask him to provide a guest blog. How many strikes can you count? A few nights ago [...]
Posted in Guest Reviews Tags: bad service, Black Swan, customer service, engagement, pub, Swans, Times Colonist 6 Comments »Lights! Camera! WTF! – Guest Post from Jason Whyte
August 20th, 2010 Russel Jason Whyte, local film critic, asked me if he could submit a guest blog on his experience at the Roxy Classic Theatre in Victoria, B.C. After hearing his story, I had to give him the space. Enjoy the read. I ventured down to the Roxy Classic Theatre on Sunday night to see a double bill of RAMONA [...]
Posted in Guest Reviews Tags: Arts, audience, British Columbia, Facebook, Film, independant, Movie theater, Movies, projector, Roxy Theatre, Theaters, Theatre, Twitter, Victoria 7 Comments »The Line On Customer Service – Guest Post from Mike Vardy
August 12th, 2010 Russel Below is from Mike Vardy (reposted with permission) from his Eventualism website, the productivity alternative. It’s a sarcastic look at how to handle the dreaded “line up” at the customer service counter. A fun blog worth a repost. There is no better way to be Effing The Dog while shopping than to wait in some [...]
Posted in Guest Reviews, My Tips Tags: Associations, Business, Company, Consulting, Customer satisfaction, customer service, Education and Training, Website 3 Comments »How Not to Get Service Down Under
June 30th, 2010 Russel On occasion, I’m asked if a friend/colleague/acquaintance/”state your name” can guest post a recent customer service experience. I wish there were more offers of good experiences than bad but those are the ones that seem to leave the biggest impression. This week’s Upsell is from Ian from Melbourne, Australia. Yes, we haven’t cornered the market [...]
Posted in Guest Reviews Tags: Australia, bad customer service, Chewing gum, customer service, McDonalds, Melbourne, Restaurant, servers, Types of restaurants, Va Tutto, waiters No Comments »Westjet: Guest Blog from @shaezg
May 19th, 2010 Russel There was a time (harkened back to on television’s Mad Men) when air travel was a luxury; when sailing through the clouds was more than just a way of getting somewhere, but was an adventure. Nowadays, there’s little romanticism left in air travel, especially for those of us confined to coach after being forced to [...]
Milestone's: Divided Doesn't Mean Conquered – Guest Blog
January 8th, 2010 Russel It’s the New Year and new customer service experiences. To kick off 2010, my friend has written the following guest blog regarding her recent experience at Milestone’s in Victoria. A birthday meal for a co-worker is usually a reason for celebration, and that it should be; another year older (….ahem, wiser) and a great excuse [...]
Posted in Guest Reviews, My Reviews Tags: gratuity, guest blog, Milestones, split tables 1 Comment »