Content by Kate Zabriskie
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…
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…
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…
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…
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…
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…
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…
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…
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…
Thu, 01/05/2023 - 12:02
‘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 happen many times every day in organizations large…
