About the Author: Kate Zabriskie is the president of Business Training Works, Inc., a Maryland-based talent development firm. She and her team help businesses establish customer service strategies and train their people to live up to what’s promised. For more info, visit Businesstrainingworks.com.
While the word popularity may remind many of us of our middle school or high school days, in the adult playground of professional life, being popular isn’t about cafeteria table politics; it... Read more
While a fix-it-the-first-time approach may be the gold standard of customer service, addressing potential issues before they materialize is the true mark of an exemplary user experience. Con... Read more
Most of us know motels aren’t hotels, a haircut isn’t cosmetic surgery and wild animals don’t follow a viewing schedule. So, how does the minority conclude otherwise? The answers are endless... Read more
“Who designed this convoluted process? A monkey could have done a better job.” “Why do I have to come in and talk to someone? This whole transaction could be handled online. Frustrati... Read more
“She asked me to suggest ideas, so I did. I now have a whole bunch of extra work to do. It’s the last time I’m opening my mouth. I didn’t realize offering an idea meant signing up to execute... Read more
“What can I say, except every experience is an adventure with those people. I go there because it’s close. I’m not loyal; I’m local. If another option pops up, I’ll probably make a switch.”... Read more
» I learned so much during orientation. It’s too bad I won’t use most of it for six months. I took some notes, but I’m sure I won’t remember half of what they told me to do. » I’m overwhelme... Read more
“Kendra, I think you are going to do wonderfully at this next task. You have a good idea for detail and that’s exactly what’s required here.” “Tom, you have a real knack with peo... Read more
“They’re here, but they’re not here. My staff isn’t committed, and it’s obvious to me and our customers. We’re in trouble.” “To say that initiative is lacking is an understatement. My staff... Read more
“Kendra, I think you are going to do wonderfully at this next task. You have a good idea for detail and that’s exactly what’s required here.” “Tom, you have a real knack with people and I’d... Read more
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