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Customer Service / Patient Experience Can Make Or Break A Business

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Customer Service Speaking Topics

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Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.

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Customer satisfaction

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When Silence Isn’t Golden: A Lesson from a Shipping Delay Gone Wrong

by Barbara Khozam | Apr 18, 2025 | Customer Service Training

A few months ago, I ordered a gift online with plenty of time to spare — or so I thought. The delivery date came and went, with no package, no tracking updates, and no proactive communication from the company. After reaching out, I received a generic response that did...

Building Trust When the News Isn’t Great

by Barbara Khozam | Apr 16, 2025 | Customer Service Training

Bad news is never easy to communicate — especially when customers are already feeling exasperated with business changes. In times of change, your approach can either strain the relationship or strengthen it. One of the most effective strategies for building trust...

Social Media Responses in Customer Service

by Barbara Khozam | Mar 13, 2025 | Customer Service Training

Customers are turning to social media more than ever to get help with issues, which can send social media managers into panic mode. But instead of seeing complaints as a headache, think of them as a chance to show how professional, responsive, and trustworthy your...