Here's some "news" about a survey showing that Canadians are right up there with Americans when it comes to complaining about crappy customer service.
I found that surprising. What I didn't find surprising was the negative bias in the survey, in the tone of the article, and in the comments. Everyone seems to have forgotten the other side of the customer-service coin.
Here's what I'd like to know: What proportion of Canadians gave kudos for good customer service at least once in the last year? I'm pretty sure it's not the 56% who didn't lodge a complaint, but I'm hopeful that it includes at least some of the 44% who did. Why? Because I believe that the experience of good service is less subjective than that of bad service, and because I believe that the mark of a true asshole is taking the former for granted but never failing to complain about the latter.
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I'm guessing that Canadians think they complain however, they don't actually complain to the right person/department/company, and in reality we probably vent to our friends or just out of earshot of the offender. We're way too vague and nice-y-nice.
I'm also a big fan of the sandwich-theory in which you squish your complaint in between 2 kudos, however ineffective that makes your gripe. Sort of like the time I complimented Tim Hortons on their fund raising efforts in the community, and that I found the A/C turned on in the winter genius so I could enjoy my hot chocolate with my mittens on inside of their impeccably clean restaurant!
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