Content by Kate Zabriskie

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Kate Zabriskie
Although 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. Consider...
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Kate Zabriskie
“I don’t understand. This hotel has no restaurant, no concierge, and no valet. It’s not at all what I expected. The place had no standards.”—Guest at a roadside motel “I showed her the picture of...
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Kate Zabriskie
‘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. Frustrating!” “I dread...
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Kate Zabriskie
‘They reduce our bonus if our calls go longer than three minutes. I’m not going to lie; I start talking faster at the 90-second mark.” “She asked me to suggest ideas, so I did. I now have a whole...
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Kate Zabriskie
She has three supervisors, and he has six. She works on five projects, and he has four. Although their paths rarely cross, they have something in common—they’re both part of a matrix organization....
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Kate Zabriskie
‘They’re hit or miss: Sometimes the service is marvelous. Other times it’s simply meh. I’m afraid to recommend the place because I can’t trust them to deliver.” “Maybe I’m just boring, but I don’t...
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Kate Zabriskie
‘I can’t take it anymore! We’re short staffed, I’m killing myself to hold it together, nobody says thank you, so goodbye! Life is too short for this. I can work somewhere else.” Thoughts like that...
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Kate Zabriskie
Despite our best efforts, it’s not as easy as it looks to get the job training equation right. “I learned so much during orientation. It’s too bad I won’t use most of it for six months. I took some...
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Kate Zabriskie
‘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 doesn’t...
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Kate Zabriskie
‘Kendra, I think you’re going to do wonderfully at this next task. You have a good eye for detail, and that’s exactly what’s required here.” “Tom, you have a real knack with people, and I’d like you...