Human

Ripples in a pond

Stories of the Emotional Turmoil of Customer Service

Do you as a business know the emotional impact you have on your customers? Or do you care? The customer experience is an emotional experience. Good or bad, we take our interactions with brands very personally. We are human beings with thoughts, hopes and expectations around how we are treated in our lives, so it makes sense. …

Stories of the Emotional Turmoil of Customer Service Read More »

be more human

Find the Human Sweet Spot in Your Customer Service

Do you feel customer service has either become too casual or too robotic? Where is the humanity sweet spot? Recently I had the pleasure of trying to change/update my address for my contact information at a telecommunications company. If you hadn’t guessed already, I do say “pleasure” in the most sarcastic of tones. In a …

Find the Human Sweet Spot in Your Customer Service Read More »

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 …

QUALITY CHECK: Icing Sugar, Fruit and Service from WannaWafel Read More »