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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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How a Car Wash Scrubbed My Patience Instead of My Car

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

It’s a sunny Saturday, and I’m in a great mood blasting one of my favorite songs as I’m running errands. I roll into the local car wash ready to give my dust-covered car some TLC. I pay for the “Deluxe Diamond Ultimate Supreme Wash” — you know, the one with the extra...

Don’t make customers repeat their issue twice – First Contact Resolution

by Barbara Khozam | May 14, 2025 | Customer Service Training

As leaders, we’re constantly seeking ways to improve satisfaction, reduce frustration, and increase loyalty. One of the most impactful strategies is adopting a culture that prioritizes First Contact Resolution (FCR). This doesn't just mean resolving issues in a single...

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...