Education and Training

effort, impact

What Does the Devil and Great Customer Service Have in Common?

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 …

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I Lend Money Sean Dhillon

QUALITY CHECK: Lending Money but Giving Service from a Mortgage Advisor

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 …

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engagment and good service while you don't wait

FOO: A Little Engagement Goes a Long Way

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 …

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WannaWafel Victoria BC

QUALITY CHECK: Icing Sugar, Fruit and Service from WannaWafel

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 …

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