Marketplace

Doing Good, Feeling Bad (42x15)

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We dig into two common checkout complaints: being put on the spot for charitable donations and poor customer service. Tom Harrington investigates the practice of so-called "checkout charity." Some of the country's biggest retailers are asking for your donations at the cash, even though many Canadians say they don't like it. So why do companies do it? Who's it helping? In Doing Good, Feeling Bad, we raise some big questions about those little charitable donations. Plus, Erica Johnson looks at bad customer service, turning the cameras on shoppers. We want to know: What does it take to get Canadians to complain? We wire up a Toronto shop with hidden cameras, dish out some bad service, and see what happens. With the help of a customer service expert, we reveal why so many of us are reluctant to Speak Up For Service.