Over the past few blogs we have discussed customer service, but now it is time discuss how to go from providing customer service to good or exceptional customer service. As we mentioned the best simple explanation of customer service came from Wikipedia “Customer service is the provision of service to customers before, during and after a purchase…”, but now we have to explain what is bad customer service and good or exceptional customer service.

When we say bad customer service, we are not looking at examples of companies not caring about their clients, but more so how companies with good intentions provide bad customer service and do not even realize it. When a company representative mistakenly offers promises a client service that the company is unable to fulfill, this can be the begging of a bad customer service relationship between the company and client. Ensuring that your staff knows what they can and cannot promise to customers is key to good customer relations, because it is better to under promise and over fulfill than to over promise and not be able to fulfill on those promises. Another example of un-intended bad customer service is when a sales representative tries to up sell a customer to a product that they know the customer does not need. They are not fulfilling the customer wants or needs but trying to maximize their commission at the expense of potentially losing a future return customer. But the most frequent way that some organizations provide bad customer service is by overburdening their front line or customer service staff with high volumes of work and expectations that they can solve every question or customer service problem in a limited amount of time, thus causing customers to feel they are being rushed and not feeling they were listened to or got the attention they deserved.

So what exactly is good customer service?

There is no one magic solution for providing good customer service but there are some things you can do to that will better your customers experience.

Give your customer only what they want: While it tempting to sell your current customers some new product idea that you came up with, you may want to wait until that new product is proven before you try to persuade your existing loyal clients to stop using the product they have trusted you for delivering. Don’t forget that your customers may not want what you are trying to sell and pushing them into is will only cause problems for your customer relations. If you try to sell something to someone who doesn’t want it, it will ultimately just make them not want to deal with you. Before you try to sell something new to your existing customers, ask yourself What value does this add to my customer’s life? Will this new product sale add a significant amount of value to my customer’s life? and How do you know that this new product is something my customers want? Have you asked them?

Make communication easier for your customer: If you want to keep customers happy and coming back for more, you’re going to need to make it easy for them to communicate with you throughout the lifespan of your relationship Simply having telephones and online applications won’t keep customers happy, you have to put more effort in to make it easier for your customers to connect with you.

Here are a few considerations in customer communication:

Keep Response and Resolution Time Down – While it is important to make sure you address any issue or questions the customer has either before or after the purchase, you goal should to respond and resolve issues and respond to pre-sales questions as quickly as possible, your customers time is just as important to them as efficiency is to your organization.
What are Your Customers Preferred Communication Channels? – Polling large numbers of your customers to find out their preferred communication channels, will not only help you to make the right investment choices in expanding your communication channels that are most wanted, but will also show your customers that you are looking for better ways to serve them and that you are listing to how they want to be served.
Learn From Your Top Performing Sales and Customer Service Representatives. – The are not your top performers because they do not provide the customer with the best service, they are your best because they listen and work with your customers. Don’t just ask them to tell you how they out perform other representatives, ask them to show you the data that backs up their claims and techniques.

Deal with complaints: No company wants to hear complaints, and too many small businesses have developed thick skin and developed a reflex of saying, “You can’t please all the people all the time”. This may have been easy years ago, but with the internet age and sites like Yelp and Complaintboards, you are not the only one that your customer may be airing their complaint to. By giving the complaint your attention, you may be able to please this one person and the others who may have seen their complaint. It is important to respond privately to private complaints and publicly to public complaints. As we mentioned early on in this public service blog series, Telsec had a complaint from a Toronto virtual office clients posted on its Google reviews that it dealt with privately and did not realize that the posting was still influencing others by Telsec not addressing the issue publicly. They finally addressed this publicly and other office space for rent Toronto clients have come forward to say they are glad Telsec had, because they have enjoyed the customer service they have been provided.

Try harder to be helpful to clients and customers – even if there’s no immediate financial benefit in it.

When was the last time you stopped at a service station and had to pay to put air in your bicycle tire, only to find that the air pump charged you 50 cents or a dollar. Well, how would you feel about a service garage that offered to fill up your bicycle tires free and even checked to make sure the pressure was correct? You would probably want to take your car there the next time you needed it serviced. Or consider when you go to the local grocery store to pick up a few items, only to have a helpful clerk point out that the same product in a bigger size is on sale for less then the size you originally picked up, you are going to become a repeat shopper based on how you were treated.

What makes for exceptional customer service?

Exceptional customer service is not just finding out a problem or issue before a customer has to mention or complain about it, but being pro-active in seeking out better ways to service your customer without having to tell them you are trying to serve them better.

The example of the grocery store employee who points out to customers some sales on items they have in their shopping cart and points them to how they can save money is not only good customer service but also exceptional customer service. When a customer is being interacted with by a store employee that is not trying to up sell them or push a new product on them, but actually trying to save them money, gets noticed by a customer and chances are that customer is going to tell their friends.

Another great example of exceptional customer service was witnessed by this writer as he watched one of Telsec’s staff dealing with a potential new office space tenant. The customer wanted a minimal office space that came with the benefits of access to the 7 boardrooms and meeting rooms, as well as having a receptionist. But the client also wanted to be able to work from their home office and still have the benefits of having access to a physical office space downtown to meet clients. Instead of suggesting the client rent a private office, the staff member suggested that they would be better served with a semi-private office or a shared office space combined with a new phone service that we are going to be introducing in the next few weeks.

As you strive to provide exceptional customer to your clients, one thing you should do is to talk to the customers of your competitors and find out how they meet or could exceed customers expectations of quality customer service.

GREAT QUALITY NEIGHBOURHOOD

18 King Street East is a quality boutique Class A building – East
of Yonge Street: easy street parking, less traffic, excellent restaurants and lovely treed parks – St. James Park @
Church & King and Berczy Park @ Wellington East, Scott and Front Streets – Very high energy and engaging
area.

RESTAURANTS/TAKE OUT

Leave it to TELSEC. Let our staff take care of the catering for the important business meeting room rental or
training seminar! Just let us know what types of food you prefer and for how many people and let us do the
rest. For breakfast, lunch and dinner, Telsec can provide anything from assorted sandwiches to a high-quality
hot sit-down meal. We’re always happy to take care of our clients! https://telsec.net/boardrooms-meeting-
rooms/

1. CRAFT BEER MARKET (OUTDOOR COURTYARD)
Courtyard backs onto our Telsec building, 18 King St. E
1 Adelaide St E (enter on east side of Yonge St., south of Adelaide)
Toronto
Ryan Halsall
info@craftbeermarket.ca
Tel: 437-922-BEER (2337)
www.craftbeermarket.ca
Toronto’s first chef-driven food hall, perfect for lunch or team outings, with a wide selection of seasonal
dishes and local brews.

2. Beerbistro restaurant and bar
Outdoor patio next to our Telsec building, 18 King St. E.
18 King Street East, Main Floor
Toronto
Omid Azad
info@beerbistro.com
Tel: 416-861-9872
www.beerbistro.com

3. CONVIVIUM DINING – HIGH-END (SOME TABLES BACK ONTO OUTDOOR COURTYARD)
Courtyard backs onto our Telsec building, 18 King St. E.
83 Yonge Street
Toronto
Soumini Agate
sa@myconvivium.com
General Manager
Sarah Watson
sw@myconvivium.com
Floor Manager
Tatiana Frelik (Events)
tf@myconvivium.com

Tel: 416-691-9909
www.myconvivium.com

4. RESTAURANT 20 VICTORIA – MICHELIN 2025 APPROVED
20 Victoria Street
Toronto
Declan
20vicreservations@gmail.com
Tel: 416-804-6066
Instagram for reservations: https://www.instagram.com/twentyvictoria/

5. JOEY KING STREET
20 King Street West
Toronto
Nora Elhanafy
nelhanafy@joeyrestaurants.com
Tel: 647-678-5639
www.joeyrestaurants.com
If you want to wow your business partners or clients, then grab and go from this contemporary dining
spot with a menu featuring international and regional dishes. Order their upscale east like sushi, salads,
steaks or that wagyu beef carpaccio. Yum!

6. DACASTO (take out)
37 King Street East
Toronto
Enrico Dacasto
enrico@dacasto.com
Tel: 416-214-0986
www.dacasto.com

7. DEB BREAKFAST. CO (take out)
20 Toronto Street
Toronto
Sade Henry
torontostgm@eatdeb.com
Tel: 347-880-8291
www.torontostgm.com

8. THE POKE BOX (take out)
36 Toronto Street
Toronto
Jeremy
info@thepokebox.ca
Tel: 416-929-0363
www. thepokebox.ca
For business teams that love to indulge but want to feel good about it, consider ordering from The Poke
Box. Their individual boxed meals are prepared with fresh ingredients and packed with protein! Great
for sushi lovers but without a mess.

9. CARISMA (ITALIAN)

15 Toronto Street
Toronto
Michael Pagliaro
info@carismarestaurant.com
Tel: 416-864-7373
www.carismarestaurant.com

10. NAMI (JAPANESE)
55 Adelaide Street East
Toronto
Mana
namirestaurant1984@gmail.com
Tel: 416-362-7373
www.namirestaurant.ca

11. TERRONI (ITALIAN)
57 Adelaide Street East
Toronto
Patti Shaw
info@terroni.com
Tel: 416-203-3093
www.terroni.com

12. SWAAGAT – THE REAL TASTE OF INDIA
36 King Street East
Toronto
swaagattoronto@gmail.com
Tel: 647-943-9754

13. WOODS RESTAURANT AND BAR
45 Colborne Street
Toronto
Robin Singh
info@woodsrestaurant.ca
Tel: 416-214-9918
www.woodsrestaurant.ca

14. aKin – Michelin 2025 approved
51 Colborne Street
Toronto
Mike Birdsey, Genral Manager
Eric Chong, chef + owner
info@atkintoronto.com
Tel: 416-363-0151
www.atkintoronto.com
aKin is a modern Asian-inspired fine dining restaurant located in the heart of Toronto. Offering a
meticulously curated 10-course blind tasting menu that highlights local and seasonal ingredients, with
influences from diverse Asian cuisines.

15. CANTINA MERCATTO

20 Wellington Street East
Toronto
Niam H
info@cantinamercatto.ca
Tel: 416-304-0781
www.cantinamercatto.ca

16. UNCLE TONY’S
38 Wellington St E
Toronto
Siva Sathasivam
uncletonyssiva@gmail.com
Tel: 416-455-6650
https://uncletonys.ca/

17. FRESH KITCHEN + JUICE BAR – vegan restaurant
47 Front Street East
Toronto
Lindsey Dauilmar
ldavilmar@recipeunlimited.com
Tel: 647-693-7556
www.freshkitchens.ca
This plant-based restaurant is so good you won’t even miss meat. It’s a great choice for delicious and
health-conscious food and a top pick for those with dietary restrictions. Choose from their lunch and
dinner menu or opt for their takeout bundles and get appetizers and entrees for multiple people.

18. THE FLAT IRON: A FIRKIN PUB
49 Wellington Street East
Toronto
JC Trujillo
Jctrujillo3@gmail.com
Tel: 647-561-7224, 416-362-3444
www.firkinpubs.com/theflatiron
If your team likes pub grub, then the Firkin’s traditional English food is for you. Order from their party
platter menu for large groups, which includes all your classic pub favourites like fish and chips, sliders,
skewers, tacos, nachos, charcuterie boards and more.

19. SCORE ON KING (Sports Bar)
Outdoor Patio + Heated
Church & King
107 King Street East
Toronto
Tel: 416-519-4654
www.scoreonking.com

20. RESTAURANT LUCIE
100 Yonge Street
Toronto
info@restaurantlucie.com
Tel: 416-788-9054
www.restaurantlucie.com

21. PIZZAIOLO
(no e-mail)
104 Yonge Street
Toronto
Tel: 416-860-0700
www.pizzaiolo.ca

Restaurants

1. Ryan Halsall

CRAFT BEER MARKET (OUTDOOR COURTYARD)

Courtyard backs onto our Telsec building, 18 King St. E

1 Adelaide St E (enter on east side of Yonge St., south of Adelaide)

Toronto, ON

M5C 2V9

Tel: 437-922-BEER (2337)

Website: www.craftbeermarket.ca

2. Michael Pagliaro

Carisma (Italian)

15 Toronto Street

Toronto, ON

M5C 2E3

Tel: 416-864-7373

Website: www.carismarestaurant.com

3. Patti Shaw

Terroni (Italian)

57 Adelaide Street East

Toronto, ON

M5C 1K6

Tel: 416-203-3093

Website: www.terroni.com

4. Declan

Restaurant 20 Victoria – Michelin guide approved

20 Victoria Street

Toronto, ON

M5C 2A1

Tel: 416-804-6066

Instagram for reservations: https://www.instagram.com/twentyvictoria/

5. Mana

Nami (Japanese)

55 Adelaide Street East

Toronto, ON

M5C 1K6

Tel: 416-362-7373

Website: www.namirestaurant.ca

6. Restaurant Lucie

100 Yonge Street

Toronto, ON

M5C 2W1

Tel: 416-788-9054

Website: www.restaurantlucie.com

7. Niam H

Cantina Mercatto

20 Wellington Street East

Toronto, ON

M5E 1C5

Tel: 416-304-0781

Website: www.cantinamercatto.ca

8. Siva Sathasivam

Uncle Tony’s

38 Wellington St E

Toronto, ON

M5E 1C7

Tel: 416-455-6650

Website: https://uncletonys.ca/

9. Pizzaiolo

104 Yonge Street

Toronto, ON

M5C 2Y6

Tel: 416-860-0700

Website: www.pizzaiolo.ca

10. Robin Singh

Woods Restaurant and Bar

45 Colborne Street

Toronto, ON

M5E 1E3

Tel: 416-214-9918

Website: www.woodsrestaurant.ca

11. Amadeusz Domyslawski

GUSTO 501

501 King St. E

Toronto, ON

M5A 1L9

Tel: 416-477-5647

Website: www.gusto501.com

Health and Wellness

1. Thom Tullo

Morpheus8 by Inmode

47 Colborne Street

Toronto, ON

M5E 1E3

Tel: 416-863-6564

Website: www.amanspa.ca

2. Altitude Athletic Training

56 Colborne Street

Toronto, ON

M5E 1E3

Tel: 416-366-3838

Website: www.altitudeathletictraining.com

3. Physioheath Studios

33 Victoria Street, #130

Toronto, ON

M5C 2A1

Tel: 416-368-2525

Website: www.physiohealth.com

Hotels

1. Jennifer Smith

General Manager

The Omni King Edward Hotel

37 King Street East

Toronto, ON

M5C 1E9

Tel: 416-863-9700

Website: https://www.omnihotels.com/hotels/toronto-king-edward

2. Mark Perry

General Manager

Executive Hotels and Resorts (Boutique)

8 Colborne Street

Toronto, ON

M5E 1E1

Tel: 416-350-2419

Website: www.spazen.ca or www.cosmotoronto.com

3. Emeline Boul

General Manager

Hotel Victoria (Boutique)

56 Yonge Street

Toronto, ON

M5E 1G5

Tel: 416-363-1666

Mobile: 647-574-5832

Website: www.hotelvictoriatoronto.com

4. Omkar Sawant

Reservations Manager

One King West Hotel

1 King Street West

Toronto, ON

M5H 1A1

Main: 416-548-8100

Reservations: 1-866-470-5464

Website: www.onekingwest.com

5. Van Nguyen

General Manager

Cambridge Suites Toronto

15 Richmond Street East

Toronto, ON

M5C 1N2

Direct: 416-601-3757

Hotel: 416-368-1990

Website: www.cambridgesuitestoronto.com

Our Amenities

We are by far the most experienced and best coworking team in the market – established in 1980

We are the highest Tech centre in the market

We have a very modern, high quality, brand new facility located at:

18 King Street East, Suite 1400

Toronto, Ontario M5C 1C4 Canada

- 18 King Street East is a boutique Class A building – East of Yonge: easy street parking, less traffic, excellent restaurants and lovely parks – St. James Park @ Church & King and Berczy Park @ Wellington East, Scott and Front Streets – Very high energy and engaging area
- A few steps (a few seconds) to the Yonge Street subway/underground PATH network and streetcar available outside building
- Building is located in Toronto's vibrant financial district
- Plenty of parking available in the area including street parking and reserved parking in the 18 King building
- Adjacent to the building huge outdoor food courtyard - Beer Bistro www.beerbistro.com and Craft Beer Market www.craftbeermamrket.ca restaurants and bars with onsite catering services
- Onsite amenities: Tim Horton's, Beer Bistro, Convenience store and Starbucks across the street
- Nearby amenities: underground PATH network, numerous restaurants, banking, Starbucks plus a wide array of nearby shops and services
- New modernized office layout fully furnished with meeting spaces and training rooms plus café lounge area
- We are leaders in the service of training/meeting rooms with full conference facilities, high quality hot and cold catering
- Largest training room and conference facilities accommodate up to 60 people classroom style
- Ultra-high-speed - 1 GIG pipe = 1,000 x 1000 fiber-optic network, which will deliver internet connection speeds faster than most North American services
- Private shower room
- Indoor Reserved Parking at the current building rental rate
- Bicycle parking
- Rent a space to accommodate your team for meetings, training sessions, corporate events or coworking space or flexible office space for one day, one week, one month or one year, or whatever term suits your business
- Telsec has over 650 locations in 40 different countries worldwide available for their clients. Office clients receive up to 8 hours of meeting space per month at no charge at any ABCN member location. Plus, Office and Virtual Office clients may rent a space from any member location at special member rates which varies depending on the location
- King Edward Hotel is located across the street - recently completed a $40 million renovation and boutique hotels close by within walking distance

Dining and entertainment at high quality restaurants only minutes away – Carisma, Terroni, Woods Restaurant & Bar and Michelin Rated - Restaurant 20 Victoria. Plus numerous lunch and takeout eateries nearby

Please check out our 70 second video, click below:

Take a look at our facilities www.telsec.net

Telsec will Customize Your Client’s Office(s) Layout to Meet Their Requirements.

You are welcome to drop-in any-time, a quick call would be appreciated to ensure our availability Vanessa 416-574-1112 or Josie 416-606-4349 or e-mail josie@telsec.net.

What Makes Good Customer Service and Exceptional Customer Service?

So what exactly is good customer service?

What makes for exceptional customer service?

Looking to Learn More?

In Customer Service, is the Customer Always Right?

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