News & Analysis as of

Customer Service Standard

UPDATE ALERT: Accessibility for Ontarians with Disabilities Act

by Dickinson Wright on

We previously distributed two Client Alerts with respect to the new employer obligations under the Accessibility for Ontarians with Disabilities Act (“AODA”). ...more

IRS Budget Cuts Continue to Worsen

by Garvey Schubert Barer on

As I have reported in my previous blog posts, the IRS continues to get hit with severe budget cuts. The result is not pretty: (i) tax collections are on the decline; (ii) the Tax Gap is growing; (iii) taxpayer non-compliance...more

Don’t Outsmart Yourself: AI and Compliance

by NAVEX Global on

I’m a big fan of artificial intelligence. The older I get, the more I appreciate that real intelligence needs all the help it can get. Corporate ethics and compliance officers, however, need to pause before betting big on AI...more

OTA & Travel Distribution Update - March 3rd, 2017

by Garvey Schubert Barer on

La Quinta Expands Loyalty Program [OTA]. La Quinta is the latest chain to announce significant revisions to its loyalty program (La Quinta Returns). Similar to the recently announced changes by Hilton to its Hilton Honors, La...more

Advisors Advantage - January 2017

by Ary Rosenbaum on

How An RIA Can Profit Off Of The New Fiduciary Rule. It's an opportunity. When it comes to an industry, change is often fraught with trepidation and fear. However, I always believe that change also brings...more

Good Marketing Can’t Mask Poor Customer Service

by Ary Rosenbaum on

I’ve always been vocal about the need for a service provider to have good marketing if they really want to get ahead in the retirement plan business. While marketing is a great tool, what good marketing won’t do is hide poor...more

Accessibility for Ontarians With Disabilities Act, 2005, Part II: What Does My Business Need to Do to Comply with the Law’s...

This is the second installment in a three-part series of articles focused on employers’ duties under Ontario’s Accessibility for Ontarians with Disabilities Act, 2005. Part one addressed the scope and applicability of the law...more

Financial Services Weekly News - July 2016 #3

by Goodwin on

Regulatory Developments - SEC Proposes Amendments to Update and Simplify Disclosure Requirements as Part of Overall Disclosure Effectiveness Review - On July 13, the Securities and Exchange Commission (SEC) proposed...more

Accessibility for Ontarians With Disabilities Act, 2005, Part I: Is Your Business Subject to the Law’s Customer Service Standards?...

This is the first installment in a three-part series of articles focused on employers’ duties under Ontario’s Accessibility for Ontarians with Disabilities Act, 2005. Part one addresses the scope and applicability of the law...more

July 1 Changes to AODA Customer Service Standards

by Dentons on

Effective July 1, 2016, the Customer Service Standard Regulation will be revoked.  An expanded Integrated Accessibility Standards Regulation will include all standards, including customer service requirements....more

No Common Sense – Today’s Cost of Doing Business

by Bryan Cave on

What is a retailer to do? The world today is filled with people assuming they are being disrespected and believing they are being defrauded. It’s not just that some customers can be surly and demanding when they are in your...more

The top 3 HR issues in the retail industry

by Seyfarth Shaw LLP on

Retail, like other industries, is facing challenging times. As we mentioned in our recent ‘HR Now’ blog, employers are facing a world characterised by: - continuous change – including rapid digitisation and globalisation...more

Is Average Customer Service Enough?

I never really thought about the topic of customer service until very recently. I attended a seminar which featured a host of different speakers on many topics including marketing. Here is what has “stuck” with me----“Provide...more

What’s the Connection Between Great Customer Service and Employee Engagement? An Interview with a Law Firm CMO

James M. (Jim) McGrew is chief marketing officer (CMO) for Ogletree Deakins. Previously, he was legal counsel and the director of human resources (HR) for Emeril’s, a renowned restaurant group led by Chef Emeril Lagasse and...more

Creating an Incredible First Impression: When a Soprano Calls

by McManis Faulkner on

First impressions are forever. Whether you are Carmela Soprano, Tony Soprano or Average Joe calling, the person who takes the call must make an impression as well as get an impression of the potential client. ...more

Another example of “just not getting it”

by Valorem Law Group LLC on

The prior post contains a link to a story discussing one of Disney’s key philosophies–”It’s not my fault, but it is my problem.” When a park patron shares a problem with a Disney employee, it doesn’t matter that the employee...more

The Accessibility for Ontarians with Disabilities Act

by Dickinson Wright on

The Accessibility for Ontarians with Disabilities Act, 2005 (the "Act") was enacted in 2005. The Act recognizes "the history of discrimination against persons with disabilities in Ontario" and has, as its primary purpose,...more

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