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Content by Kate Zabriskie
Drowning in the Details?Seven steps to overcoming the urge to micromanage
Tue, 04/01/2025 - 12:03
It starts innocently enough. You want to ensure everything runs smoothly, so you check in often. You spot a typo in a presentation, so you fix it yourself. Someone misses a minor detail and you think, “I’ll just handle it next time.” Before long,…
Embrace the CactusA step-by-step guide to navigating difficult conversations
Wed, 07/03/2024 - 12:01
‘I don’t like confrontation, but I’m tired of his abuse. He signed me up for another committee without asking.” “I know I need to say something about her taking credit for my work, but how to start?” “Another joy of adulting, I’ve got to have one…
Oh No! You’ve Been Customer ServicedBreaking free from scripted support
Wed, 05/08/2024 - 12:02
‘I understand your frustration.” Really? My bank account is overdrawn. I’ve bounced two checks, and it’s because you made a mistake. Unless you’re also having fees charged to your account, I’m not feeling it. “We apologize for any inconvenience…
Turning the Tides on Tough Customers Conquering the Karen conundrum
Mon, 04/01/2024 - 12:02
‘She wanted to return a cake that was almost gone. How bad could it have been? Normally, if something is spoiled or not up to standards, it’s returned almost intact. This thing was a pile of crumbs. But it gets better: She demanded cash, yelled at…
Fix It Before It’s BrokenLeveraging a forward-resolve approach for better customer service
Tue, 12/19/2023 - 12:02
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 the pace of our modern world: Customers today…
What to Do When Customer Expectations and Reality CollideMind the gap
Tue, 10/17/2023 - 12:02
“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 Jennifer Aniston and asked for the same haircut. She…
Make It Easy: Streamlining Your Way to Customer Service SuccessSteps for making life easier for your customers
Wed, 08/09/2023 - 12:02
‘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 going there. The parking lot is impossible to…
Motivate the Right BehaviorMisguided incentives create misaligned consequences
Thu, 06/08/2023 - 12:03
‘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 bunch of extra work to do. It’s the last time I’m…
Surviving and Thriving in a Matrix EnvironmentHow to make it in a crisscross world
Tue, 05/09/2023 - 12:02
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. Unlike a traditional workplace where employees have…
Reliably and Repeatedly Deliver Good Customer ServiceDon’t get distracted by dazzle
Wed, 03/01/2023 - 12:03
‘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 like surprises. They’re great one day and…

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