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TwitterWe encounter customer service every day in many different ways. From the gas station to the coffee shop, from the cable company call centre to the car dealership, the time we spend with businesses is usually more than we spend with our families. I decided to take a look at one week. One week of [...]
Posts Tagged ‘Education and Training’
Pet Peeve: Too Many Staff Can Be Too Much of a Good Thing
March 23rd, 2011 
Russel You know that old joke, “how many (insert relevant person here) does it take to screw in a light bulb?” I often ask myself that question when I’m in a business…though I don’t tend to laugh at the punch line so much. Here’s my joke: “How many staff members does it take to figure something [...]
QUALITY CHECK: Service from the Back Nine from Highland Pacific Golf
March 4th, 2011 Russel It’s been far too long since I put a business to the The Upsell Q&A. Matt Diederichs, manager of the guest services team at Highland Pacific Golf Course said he was up for a few queries. Who am I to disappoint him? Here’s the latest Quality Check: 1) What is your definition of bad customer [...]
What Does the Devil and Great Customer Service Have in Common?
February 24th, 2011 Russel It’s in the details. Sad to say that expectations for great customer service has gotten so low that even OK to moderate service blows us away. “WOW, THEY BROUGHT US WATER!” Sad, but true. In a world where your barista wants a tip for just doing their job, it’s the little things…the effort…that seem to [...]
Posted in My Tips 
Tags: Business, customer, customer service, Education and Training, Home, Scotch Tape, Social media, Valentine's Day 
10 Comments »RW & Co.: You Mean People Actually Talk to Each Other?
November 11th, 2010 Russel I recently purchased a fall jacket for myself (Yes, I’m a shopper) but the problem was they only had one colour…not the one I really wanted but not bad. What’s a boy to do? Well the salesperson at RW & Co. suggested I purchase the coat, have a think on it, and exchange for the [...]
Posted in My Reviews Tags: Business, Coat (clothing), Communication, customer, customer service, Education and Training, exchanges, returns, RW & Co., Shopping 2 Comments »QUALITY CHECK: Lending Money but Giving Service from a Mortgage Advisor
October 16th, 2010 Russel I do tend to lean towards eateries when discussing customer service but let’s be clear, great service is essential in every industry, whether for our customers, clients or employees. Sean Dhillon is a Mortgage Advisor with CIBC and the target of the latest edition of the Quality Check. 1) In one or two sentences, define [...]
FOO: A Little Engagement Goes a Long Way
October 12th, 2010 Russel I’ve had a few arguments in the past (who me, confrontational?) regarding small vs. big business and their level of customer service. But Russel, people say, bigger businesses have more money to spend on training. The more expensive the shop, the better the service. Ridonkulous! As I’ve blogged before on staff and branding, customer servicestarts from the bottom up. Cost, expense…don’t and [...]
Posted in My Reviews Tags: Asia, BC, Business, Consulting, customer service, Dale Carnegie, Dining Guides, Education and Training, FOO, Food, Recreation, street food, Victoria No Comments »What Do You Cost? The Price of Customer Loyalty
October 10th, 2010 Russel Visited GardenWorks recently, a greenhouse and pottery store, to find a couple of pots. Yes, I’m very greenthumby. I must have walked around the store for 15 minutes trying to decide which pot worked best for me. Question #1: Guess what didn’t happen in that 15 minutes? Not a single acknowledgement from staff. No “Hi, [...]
QUALITY CHECK: Icing Sugar, Fruit and Service from WannaWafel
September 18th, 2010 Russel The new, bright and shiny QUALITY CHECK – Q&A FOR BUSINESS is courtesy of Renaat with WannaWafel, an authentic Belgian waffel house in Victoria B.C. Now I’m hungry. 1) What is your definition of bad customer service? Being approached, after having paid and served, without a word or expression makes me want to turn around and [...]
“Don’t Fake Sincerity,” He Asked Sincerely
August 31st, 2010 Russel There’s the old line, “if you can’t be sincere, fake it.” Pretty please don’t. Customers can tell. I recently went to a Shoppers Drug Mart to buy some stationary. Once at the till, the cashier did all the usual things wrong: no eye contact, no smile, lack of interest. I was going to chalk it [...]