by Barbara Khozam | Mar 15, 2012 | Customer Service Escondido
Inconsistent behavior creates disappointed passengers. Real-world story: It all started on March 8th. I was flying out of San Diego to Philadelphia on American Airlines. My original flight was delayed so I was transferred to another flight at another gate. The flight...
by Barbara Khozam | Mar 12, 2012 | Customer Service Escondido
It was just another seminar at another hotel – or so I thought. To my surprise, I witnessed something unusual. Are you ready?…are you sitting down?…yes, I experienced FABULOUS customer service! Real World Story: It all started at 8:45 am on March 8th...
by Barbara Khozam | Mar 8, 2012 | Customer Service Escondido
They’re lucky you’re even wearing shoes today. Negative Ned Says… “What I wear is how I express myself. Don’t go trying to suppress my self-expression! I don’t happen to go along with your television-magazine-Hollywood-image of what I should look like. Yeah, as...
by Barbara Khozam | Mar 1, 2012 | Customer Service Escondido, Customer Service Training
Real World Example: It was a normal day at the airport, or so I thought. I was flying out of the San Diego airport on my way to Salt Lake City. I was on my way to the gate when I heard music. Loud music. As I looked to see where it was coming from, I saw Southwest...
by Barbara Khozam | Feb 23, 2012 | Customer Service Escondido
What are you, a therapist? Negative Ned Says… “Do I look like a therapist? Why do these customers think I care about their problems? Their rotten marriage or their sick kid has nothing to do with me or my job. And frankly, I don’t want to hear about it. I wish...
