How Do You Deal With A Prejudice Customer?
Feb28

How Do You Deal With A Prejudice Customer?

I’m teaching a class right now on Customer Service, Sales and Relationship Building. A topic that came up was how to deal with racist, sexist, homophobic, and other prejudice comments made by clients. I would love to be able to say that these types of behaviours and comments have now been completely eradicated from the world, however, the reality is that there will always be people that disagree on a variety of topics – some in more...

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Customer Service: You don’t have to be perfect. Just be on my team!
Aug25

Customer Service: You don’t have to be perfect. Just be on my team!

GUEST POST by Jenise Fryatt Imagine:  you’ve landed a new client during difficult economic times. Your first event with them sets up in 4 days, 2,000 miles away. You’ve paid the “Good Deal” (not their real name) trucking company 10 days in advance to pick up your gear on Sunday. It’s Saturday and Good Deal isn’t returning your calls. OH, IT GETS WORSE Finally Good Deal’s representative Mr....

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Customer Complaint? Keep Your Mouth Shut!?
Aug06

Customer Complaint? Keep Your Mouth Shut!?

I recently discovered a national company that has an internal policy that directs staff to not respond to customer complaints. This is a pretty big company that has locations all across Canada, and I was privileged enough to come across this information during a meeting with them. A little confused, I asked them to elaborate and essentially the policy is that if a customer complains through email, they are not to provide any response...

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