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customer service communication

3 Customer Communication Fails Not to Make This Holiday

‘Tis the holiday season, when we’re interacting with consumerism far more than usual. When customers and businesses are getting to know each other, whether it’s starting and continuing relationships. Bad communication can end them. It’s important to understand how you or your staff are communicating, whether it’s to customers or to other staff. Every word. …

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engage with your customer, do not push a sale.

How the Awkward Upsell Hurts the Customer Experience

I’ve noticed a disturbing trend recently. It’s upsetting, uncomfortable and down right uncalled for. Yes, that’s right – the awkward upsell. Recently, at both London Drugs and the Great Canadian Superstore, I was put in an uncomfortable position. Let’s look at the London Drugs scenario… I’m behind a lady who is asked by the cashier …

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Chapters Bookstore: Friends with Benefits…by that I Mean Good Service

There aren’t as many book stores as you’d think. With the dominance of Amazon, eBay and other online book divas, the need for actual places to visit seems to have diminished. But there really is something to be said for speaking with an actual person, surrounded by actual books, getting actual service (“actual” quota covered). …

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