Customer service

A less-than-satisfying customer service incident

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You are now chatting with Froilan.

Me: When I log in and select the Web Apps option from the dropdown menu, it throws me out to the login screen.

Fro: Hello John. This is not the experience we want you to have. I am going to do my best to assist you today. John, please retest on your end using another browser. Then tell me if the issue persists.

Me: I’m using Chrome. Just tried it on Edge… same thing. I’ve also tried it in an incognito browser on Chrome. I’ve also tried: once logging in, instead of clicking on Web Apps, I clicked on Logout and then logged back in… same thing.

Fro: How about using Firefox browser?

Me (getting annoyed): That is so last century. I don’t have Firefox. I mean how many browsers do we have to try it on? It should work on all of them. (With all due respect.)

Fro: Thank you for trying.

Me: I just tried it on my iPhone with Safari… same thing. I’m now officially out of browsers to try it on.

Fro: Please hold on while I check on this matter.

Fro (after several minutes): I will escalate this issue to our Tier 3 support team for further investigation. Please hold and I will provide you with a ticket reference number.

A quintessential customer service experience

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In case anyone (everyone?) has forgotten what a good customer service experience sounds and feels like, we just had this one with a staff member at the Anne Murray Centre museum in Springhill, Nova Scotia. Email exchange:

We (2 of us) are interested in visiting the centre on Thursday, Oct 2, 2025 at around noon. This will be during a cruise ship port call from 9:30 a.m. – 6 p.m. in Halifax. We’re planning to rent a car at the port as soon as we get off the ship, drive to the centre, spend an hour or 2 there, and then drive back to make sure we’re back in time for the 6 p.m. ship departure.

Our questions:
1) Does this seem doable to you?
2) Do the tickets have a time of day (e.g., entry at noon) associated with them?
3) When would be the earliest we would be able to purchase tickets?

Thanks for any help!
John & Bob

Thanks so much for your message and interest in visiting the Centre.

The last of September is usually our last opening, but we can come in for you by appointment. You can just pay at the door. Yes, we’re 2 hours from Halifax and it sounds like a great little trip for you.

Please email me a couple of weeks prior to remind me and confirm, and I’ll make sure someone is here for you.

All the best,
Wanita

Thank you for your prompt and very customer-service-oriented response and generosity, Wanita!

I will definitely email you a couple of weeks before our trip to confirm and with any further details we might have at that time. We appreciate you!

John & Bob

Hi John and Bob,

Thanks so much for getting back to me and for your very kind words! Looking forward to seeing you in the Fall.

Cheers until then,
Wanita