Barbara Khozam - Barbara Khozam, Customer Service Speaker

How to Combat Interpersonal Biases in Your Customer Service Delivery

by Barbara Khozam | Jun 13, 2018 | Customer Service Training

We’re living in some unusual times of social understanding. The current social atmosphere is amazingly bi-polar—gains in some areas and great losses in others. At one end of the spectrum, we’re seeing increased positive awareness in attitudes and lessening aggressions...

Chewy: a case study in superior customer service

by Barbara Khozam | May 30, 2018 | Customer Service Training

If you’ve been following my blog for even a few weeks, you’ll realize that I have a passion for certain elements of superior customer service. And this week I came across the perfect example of a case study that exemplifies the power and effectiveness of these...

Memorable Marriott Moments — Service Done Right

by Barbara Khozam | May 17, 2018 | Customer Service Training

When was the last time you had such an exceptional customer service experience that it left you saying, “ WOW”? Real world story: It was yet another business trip. Due to the massive amount of travel I’ve been doing lately, I’ve started turning on my autopilot. I make...

The Top Five Worst Things About Customer Service Phone Trees

by Barbara Khozam | May 10, 2018 | Customer Service Training

I’m all for automating for efficiency and speed in customer service. But I hate when technology simply doesn’t work the way it is supposed to and leaves me, the customer, feeling like just a gadget on a long assembly line of other gadgets waiting to be processed out...

Can knowing about Personality Types elevate your Customer Service delivery?

by Barbara Khozam | May 3, 2018 | Customer Service Training

The most effective strategy to successful communication, and thus great customer service delivery, is knowing how to interact with customers as individual people. And what better way to do this than to know a little something about each customer’s personality type....