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Living Locally

Community Natural Foods rings up relationships

May 18, 2017

As Canada’s largest online health food store, and with three brick and mortar Calgary locations, Community Natural Foods interacts with many customers each day. To be truly helpful in every customer interaction, Community Natural Foods needed to concentrate its attention rather than divide it between in-store and over-the-phone interactions.

The solution? The Customer Care Line.

“We were looking at how well we were serving our customers. Phone calls were proving a bit problematic when you’ve got a customer standing in front of you and another on the phone that both need help,” says Liam Liam Muzichuk, Customer Experience Manager.

The Customer Care Line answers all phone calls made to the company and can field anywhere from 750 to 1,000 calls in an average week.

Fostering and repairing customer relationships is a big part of the Customer Care Line. “We take every call we get seriously,” says Liam. He remembers a call he received when Community Natural Foods added live lobster tanks at its downtown location. These tanks were installed on behalf of Billingsgate Seafood Market after the store was lost in a fire.

“Some of our vegan customers were not happy about the lobsters. I was very transparent with this one lady and said, ‘I’d like to tell you that these lobsters are going to go away, but I won’t be able to.’ I was really listening and trying to empathize with her.”

“Suddenly the line went very quiet. I asked if she was okay, and she said, ‘I want to be mad at you, but you’re being so nice that I can’t.’” The woman decided to start shopping at Community Natural Foods’ Chinook location instead because it didn’t have lobster tanks.

Liam helped develop the Customer Engagement department, as well as a program to help shift the paradigm on how the business thinks about service. “In order to remain relevant in our customer’s eyes, we decided that customer service had to be at the forefront of everything.”

“We know we can do better, and we’re always driven by that.”

TAKE ACTION:


For comments, questions, and concerns call the Customer Care Line at 403-930-6363 or email customercare@mycnf.com.
Get your groceries from any of three Community Natural Foods locations.
Connect with Community Natural Foods on Facebook, Twitter, and Instagram.
Check out Community Natural Foods’ Sustainability Profile.

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Did you know?

REAP businesses divert 11 million kgs of waste from Calgary landfills each year

Featured Event

Sustainability for Breakfast: Economic Diversification & Job Creation

May 26, 2017 - May 26, 2017

Work Nicer
#600 630 8 Avenue SW
Calgary

This month Sustainability for Breakfast presents "Economic Diversification & Job Creation"

Take in and participate in a panel discussion about why, what, and how Calgary can improve on economic strategies through diversification. The panel discussion will be hosted by Calgary Economic Development and City of Calgary Sustainability Strategies.

Arrival, breakfast & networking 7:30-7:45 am

Presentation 7:45-9:00 am

Food (gluten-free and vegan options available), coffee, and tea will be provided. Fresh fruit provided by SPUD.ca

Visit www.calgarytransit.com for transit options. Don't forget to bring your travel mugs for drinks!

Payment is required at the time of your RSVP and is $10 per person.

Access: Space is located on the 6th floor, with elevator access

Parking: Street parking or 9th Avenue Centennial Parkade

There will be a limited number of spaces at the door for those wishing to pay by Calgary Dollars.

Proudly organized by REAP Business Association.

Bullfrogpowered with 100% green electricity. Waste diversion services provided by BluPlanet Recycling.

While the catering and venue costs are most often covered by the hosts for that month's event, the registration fee is required to cover REAP's ongoing costs to organize this event series: promotional expenses (signage, Meetup organizer fees), compostable food service items (plates, napkins, cups and cutlery), insurance, and staff time.
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Did you know?

REAP businesses donate $17 million to local charities each year