Customer Service

Lessons in Customer Care from a Service Legend


Iconic hotelier Horst Schulze (of Ritz-Carlton fame) explains the simple changes any leader can make to foster great customer experiences

How to Break Bad News to a Client


Sometimes things just don’t go your way. Seven steps to telling your customers the unfortunate truth without jeopardizing your reputation and credibility

The Secret to Great Customer Service

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Delivering the kind of experiences clients crave takes one-on-one attention, not technology quick fixes. Why you need to find your company's "moment of truth"

5 Easy Ways to Improve Customer Service Over the Phone

frustrated man with phone

A single bad call can ruin a relationship. Tips on making sure clients hang up happy

Why You Should Sell to the EA And Not the CEO

Anna Eliopoulos of Photo:

W100 winner Anna Eliopoulos understands that assistants—not bosses—often make or influence key purchasing decisions. How her hospitality business caters to them

How to Update Your Customer Booking System for the Online Age

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Without the right scheduling tool, growing companies can easily fumble client relationships

Why You Should Let Your Clients Look Inside Your Company

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Transparency about timelines and project progress fuelled massive growth for Toronto’s Symbility

Why You Shouldn’t Respond to Angry Tweets


Upset customers are wont to vent on social media. But showing them that you're listening could actually backfire

How to Raise Your Prices Without Losing Clients

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Persuading customers that they need to pay more for your products or services is difficult at the best of times. Five tips for avoiding a backlash when you hike your rates

Why You’ll Soon Need to Build Your Own Bot

Microsoft's Skype and Facebook's Messenger apps on a smartphone. Photo: Patrick Sison/AP/CP

Forget apps. The future of business-consumer interaction is automated texting via online messaging services like Facebook Messenger or Canada's own Kik