Every semester when I start my Customer Service classes with a fresh, new batch of students they are always amazed that there is “a whole class on customer service that takes a whole semester to get through”. Everyone thinks they understand customer service because they experience it every day; everyone thinks they understand what makes it good and what...

Here in Canada we are very particular about our coffee. In fact, that probably holds true everywhere. Our morning boost accounts for billions of dollars in sales here in North America alone and people are very into tailored coffee. Whether it’s a “double-double” or “venti”, the bottom line is many of us can’t cope without that...

The lease on my current car is almost up and we have been looking around for a new one. I love my current car, and the service by the Lexus dealership (and via Twitter) has been great. But we think we may need something a bit bigger. So I recently shared on Twitter that I was thinking about the Enclave. I’ve seen it on the road, and in commercials, and it is a...

We received an email from one of our followers about his customer service experience at the Bay. We can understand his frustration when you’re dealing with a company that has different on-line and in-store policies. It’s the same company isn’t it? The same brand? The same item? So why the different rules? My Customer Service issue started here:...