As I write this post, I’m waiting for a flight at Pearson International Airport reading through the incoming notifications on my mobile regarding the tragic Berlin Christmas Market lorry incident. At this point, a few deaths have already been confirmed, however judging by the verified images and videos coming from the location, there will surely be many more. There are no words that can bring these people back or console those affected, however there are concrete steps readers/viewers like myself can take to stop the spread of false information during a time of crisis such as this, where we are all prone to react emotionally.
Last week I finally found the time to dedicate an entire day to calling various home service providers and product brands with which I have been having issues throughout the year. In most of the cases, I had made a note to call as the issue arose, however, other priorities kept creeping up. This was the day I was going to get it all done.
I interacted with three companies and had three very different experiences. Rather than publicly shaming or praising each company, I’ve decided to just list some high-level takeaways from my experience. I think this year is going to mark a significant turning point for customer service, both online and offline.