Customer Experience

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Customer Service / Patient Experience Can Make Or Break A Business

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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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Conversational Commerce in Healthcare

by Barbara Khozam | Dec 14, 2024 | Customer Service Training

Conversational commerce is a trending customer service tool that integrates messaging apps, chatbots, and voice assistants into the shopping and service experience. These resources allow people to interact with organizations as they would with a person, using natural,...

Is Customer Service still a thing?

by Barbara Khozam | Dec 12, 2024 | Customer Service Training

A colleague posted a bad customer service story on her Facebook page. When I saw it, I knew I had to share it with you. Real world story: Early this morning at a not too busy Walmart, an employee told me that she couldn't help me find what I needed because she had to...

Kara – The Front Desk Dynamo at the JW Marriott in Palm Desert

by Barbara Khozam | Nov 18, 2024 | Customer Service Training

Picture this: It’s 118 degrees outside. Yes, that’s right, a scorching one hundred and eighteen degrees. I arrive at the JW Marriott in Palm Desert, drenched in sweat from merely existing in the heat. I park my car in the short-term registration area, hoping my...