Customer Service / Patient Experience Can Make Or Break A Business
Keynote Sessions
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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Videos & Reviews
Blog
Beyond the Clock: Why the Waiting Experience Matters More Than the Wait
We've all been there. You're sitting in a waiting room. Someone cheerfully tells you, "We'll be with you shortly." Five minutes pass. Then ten. Then twenty. No one checks in. No one explains the delay. No one even makes eye contact. At that point, it isn't really...
The Hidden Cost of Inconsistency
Why Customers Remember the Experience You Didn't Mean to Create Most organizations don't have a customer service problem. They have a consistency problem. One employee is warm and welcoming. Another seems rushed and distracted. One customer receives a prompt...
May I Help You? — Why Great Service Starts Before the Customer Asks
“Can someone help me with this?”“How long is this going to take?”“Why didn’t anyone tell me that?” If your customers are asking these questions, something important is happening. Not because your team isn’t working hard.And not because they aren’t being helpful. But...
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