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
How Do People Respond After Seeing Barbara On Stage?
Videos & Reviews
Blog
Have a Wonderful Day? They’re Headed to the ER.
Sometimes the words we say automatically are the words we should think about most. A Real World Story A friend of mine has a pet peeve. Whenever a customer service representative says, “I understand how you feel,” she wants to respond “Oh no, you don’t.” She's got a...
It’s Not About the Fee, It’s About the Feel
A Real-World Story About What Customers Remember Sometimes, customer service isn't about the price. It's about how you make someone feel. I was reminded of that this week in a very personal way. My 16-year-old cat, Marie, was dying. I needed to find a veterinary...
The Forgotten Customer: Why Following Up Is the Most Overlooked Part of Great Service
We've All Heard These Words… "I'll check on that and get back to you." "I'll send that over this afternoon." "Someone from our team will give you a call." Most of us have said those words. Most of us have heard them. And if we're being honest, we've probably also...
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