Connecting with Our New Customers

General Facts about ireland & the uk

The “UK” or The United Kingdom refers to:

England, Scotland, Wales and

Northern Ireland

Great Britain refers to:

England, Scotland, and Wales, only

Common UK ISPs:

B+T

TalkTalk

Vodafone

Virgin Media

Plusnet

Ireland:

The country’s official name is

“The Republic of Ireland”

The Republic of Ireland is completely separate from the UK and has four main provinces:

Connacht, Leinster, Munster, and Ulster.

For tips on pronouncing the Irish provinces,

Click Here!

Northern Ireland is not a part of the Republic, even though it is also on the Island of Eire.

People from the Republic of Ireland are very passionate about their heritage, so be sure to avoid discussing any politics of the divide between Northern Ireland and the Republic as there are still a great many points of tension surrounding the split.

Common Irish ISPs:

Pure Telecom

Digiweb

Vodafone

Virgin Media

E/I R

Common Irish & British Terms and Phrases

top three cultural pro-tips

Irish and British customers value being polite, direct and to the point

Continue to infuse your chats with humanity, but avoid fluff and joking around

Irish and British customers may find it odd if you discuss anything off-topic or personal, so stick to their streaming needs and recent views while resolving their tech issues

General Facts about canada

Canada is the second largest country in the world!

It is split up into 10 provinces and 3 territories

Provinces: (from East to West)

Newfoundland and Labrador (one province), Nova Scotia, Prince Edward Island, New Brunswick, Quebec, Ontario, Manitoba, Saskatchewan, Alberta and British Columbia

Territories: (from East to West)

Nunavut, Northwest Territories, Yukon

The official language of all provinces and territories (except Quebec) is English

Quebec’s official language is Canadian French

(Don’t worry, all French-speaking customers will be routed to the bilingual team)

The territories are predominantly rural, sparsely populated and their streaming services rely heavily upon satellite configurations

Common Canadian ISPs:

Bell

Rogers

TELUS

Shaw

Videotron

canadian terms and phrases

No major terminology differences, but you may notice some different spellings of words such as “favourite” or “colour.”

top three cultural pro-tips

Canadians highly value personal connections. Infuse your chats with humanity, personal stories, off-topic discussions, etc... Even MORE than you would with a US-based customer!

Canadians are known for their silly sense of humor. It’s great to joke around, but keep it professional and clean... “Dad jokes” are totally okay!

Canadians are VERY tech savvy. Prepare to be on your “A-Game” when resolving their tech issues. Avoid using too much jargon, however, until you are sure of their level of familiarity with the relevant technologies, software and tools.