Barbara Khozam, Author at Barbara Khozam, Customer Service Speaker

Press 1 for Patience: An Adventure with a Medical Practice’s Customer Service

by Barbara Khozam | Jan 20, 2025 | Customer Service Training

It started like any other day—I just needed to reschedule a routine checkup. Simple, right? I grabbed my phone, thinking this would take no more than five minutes. After all, how hard could it be to change an appointment? Armed with confidence and a cup of coffee, I...

2025 Customer Service Trends: Why Tech Savviness Is the New Leadership Superpower

by Barbara Khozam | Jan 18, 2025 | Customer Service Training

In 2025, customer service leaders are swapping their trusty notepads for neural networks (or at least trying to). With technology evolving faster than your favorite streaming app can drop a new update, staying ahead requires more than charm and empathy. According to...

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...

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...