Monthly Archives: May 2011

WestJet’s positive customer experience

In my last post, I provided some personal insights into Air Canada’s poor customer  service.  They don’t seem to appreciate what it takes to make customers happy.   I would like to focus today’s post on WestJet and how their customer … Continue reading

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Air Canada and poor baggage handling

Air Canada is not known for their superior customer service, but after this story was published, I have begun questioning whether they understand customer service at all!   At the core of customer service is setting expectations and communicating to the … Continue reading

Posted in Big Companies, Experiences, Outsourcing | Tagged , , , , | 4 Comments

Pressuring a company into resolving your complaint

Have you ever been so upset with a company after a terrible  experience or lack of response that you threatened to go to the Better Business Bureau (among other choice words)?   Well, you may want to plan future attacks more … Continue reading

Posted in Escalating | Tagged , , , , , , , , , , , | 3 Comments

Consumer advocates can help make you whole

Is your voice still not being heard?  Is the company giving you the run around or maybe even ignoring you?  Is the system they have in place leaving you in limbo? Have you now done some research and realized the … Continue reading

Posted in Escalating | Tagged , , , , | 10 Comments