A Great Post on Defining A Business English Program

Author Paul Emmerson reflects on in-work and pre-experience Business English. What is Business English? A naïve question to be sure, but a good one to step back and ask from time to time. Below, in blue, is a nine-point answer to that question that I wrote along with my colleague Nick Hamilton back in 2000. […]

CBC Marketplace Looks at Canada’s Worst Customer Service

Long checkout lines, difficult-to-find salespeople, and unfriendly customer service rank among Canadians’ biggest pet peeves when it comes to retail service, according to a poll done for CBC Marketplace. The show, which begins its new season on Jan. 6 with a one-hour special, asked Canadians about their experiences — both positive and negative — with […]

A Little Thoughtfulness Goes a Long Way for a Hockey Fan

I’ve got a quick story to tell you about some really nice, thoughtful customer service. I was having lunch today at one of my favourite spots, The Pilot, in Toronto.  If you don’t know this place, it’s one of the oldest pubs in Toronto, opening in 1944, although in a different location.  It honours the […]

Toronto Hotel Blames Guest for Bad Internet

Last week I was honoured to have a client fly in to Toronto all the way from Paris, France to do a week of intensive communication coaching with me. It was her first time in Toronto and so I was more than happy to recommend some places to see, some restaurants to go and a […]

English Language Pronunciation Class Description

Here is a good description of what is involved in a typical English pronunciation (or accent reduction) class or coaching program.  Things are usually tailored to the particular English level, industry or work etc. but the main idea is explained clearly here: English language pronunciation includes all the mechanical functions and skills of language sound […]

Effective Business Networking

Hello fellow professionals out there! Today’s topic is on effective business networking. Last week I attended an H.R. (Human Resources)-related networking function here in Toronto, as the guest speaker was the author of a book I had first read a few years ago and I really enjoyed the positive message about living life to the […]

No Call Equals No Sale, and No Return Customer

This story starts off with great customer service, and then unfortunately leads to disappointment. On October 11th of this year I was searching for Star Trek TOS (The Original Series) Season 2 box set, which had been digitally remastered in 2008 and I was just getting around to collecting the DVDs this year.  (I am […]