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.
The team’s exhausted. They’re burned-out and I am, too. I don’t know if we can recover. We’ve been working at 150% for over a year – at least most of us have. More change? Really? We’ve been... Read more
Zombies in the workplace are soul-sucking, money-draining, productivity-killing entities that chip away at an organization’s spirit and engagement levels, one convert at a time. These creatu... Read more
“There are only two of us in my department. Why should I bother with a formal meeting? We sit right across from each other. I tried meeting individually with my direct reports, but they had... Read more
“I sit right next to them. We don’t need to have a staff meeting.” “I used to have staff meetings, but we stopped having them. Nobody had anything to talk about.” “We have enough meetings. W... Read more
I don’t understand what happened. He interviewed so well. But it’s six months later, and it’s obvious. He’s not a good fit. We should have known better. She’s just not detail oriented, and t... Read more
Not so long ago, most people in the workplace received feedback about their job performance once-a-year during a performance review. An employee didn’t expect a development plan, a career tr... Read more
Why Most Customer Service Isn’t as Good as It Could (or Should) Be and What You Can Do About It “We need to improve our customer service. Get someone in here for an afternoon to fix these pe... Read more
It’s 2:00am at Any Airport, USA, and someone makes the announcement that the delayed 6:00pm flight will finally begin the boarding process. In the packed waiting area, the catatonic crowd be... Read more
In the world of sales and customer service, what people say and what they mean are not always the same thing. Unfortunately, many of us are listening impaired when it comes to getting to the... Read more
Legendary service organizations have a service mindset, commitment, and reward great performance. Why Most Customer Service Isn’t as Good as It Could (or Should) Be and What You Can D... Read more
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