Certifying good customer service

By Joe Konecny
|Canadian HR Reporter|Last Updated: 12/16/2002

Poor customer service will push many Canadians to do their shopping online this Christmas, suggests a recent survey.

“These days consumers are not going to suffer poor service because they know they have options,” said Bob Macdonald, president of Maritz Canada, a Mississauga-based performance improvement company that conducted the survey.

“This is a call to action for retailers,” Macdonald said. “Retailers need to be pretty sophisticated because they must be competitive not only with the store next door, but also with someone shopping on the Internet in the comfort of their own home.”