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Technical Support - Good impressions versus bad by Mitch

We have all had our horror stories with technical support phone calls.  Unfortunately I found myself over the past few weeks dreading a call that I knew would not go well.  The story: Because of the nature of my career I spend a lot of time...

On Security and Stupidity. by Mitch

My credit card was refused on Friday. In a shoe store in Montreal while standing with my mother my credit card was refused. Of course this was a slightly embarrassing situation, exacerbated by the fact that my mother was standing there, and knowing that...

Customer Service by Mitch

Many of you have probably heard me on my soap box ranting about customer service - or more accurately the acute lack thereof. I have had three experiences in recent weeks that makes me wonder if it is only Canada where the client is not always right....

The Importance of Professionalism by Mitch

I called my car dealership last week to make an appointment because that’s what the sticker on my dashboard told me to do. Admittedly my odometer was a little past the number on the sticker so when the rep asked I told them precisely how many kilometres...
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