Yesterday I had to go downtown on the subway for a 9 a.m. appointment. Of course, the train was full of people going to work, expecting to arrive at their usual time. Unfortunately, the system was delayed because of not one but three medical emergencies on other trains. This was frustrating, but not nearly as [...]

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Examples of poor customer service are all around us — just look at the example in last week’s post and the others added in comments. But today I’m thinking about this from the other side. Once again I was treating myself to a coffee, this time upstairs at my local supermarket. I thought I’d fuel [...]

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My early morning walk usually finishes with a coffee at my favourite coffee shop. I’ve been going there so long that it’s now one of those places where, in the words of the old TV program slogan, “everybody knows your name.” This morning, though, I had a rather different experience. Alongside the always-friendly Lily, a [...]

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This week I had a question about the bill of a large company from whom I buy a business service. No wonder I had a question—the bill was ten pages long! Each page contained a short table with an “explanation” of the various components of the charge, but you almost needed a lawyer or accountant [...]

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Well readers, I’m back online after a couple of weeks of technological nightmares. The company with which I have my telephone service is making a massive system change, and the other company that handles my Internet access is not co-operating. I found myself caught in the middle. For a week, I had no business telephone. [...]

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