Barbara Khozam, Author at Barbara Khozam, Customer Service Speaker

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...

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...