by Barbara Khozam | May 25, 2015 | Customer Service Consultant, Customer Service Escondido, Customer Service Training
Am I alone in thinking that technology is slowly taking over human interaction? We are perfecting computer code that can anticipate and target our likes and dislikes, software that emulates and extrapolates from the work of master painters, and apps that use...
by Barbara Khozam | May 21, 2015 | Customer Service Consultant, Customer Service Escondido, Customer Service Training
Remember the last telephone conversation you had with a customer service rep in which the rep sounded like a robot because he or she simply recited a script? When you asked a question, did the rep ignore it and go back to reading the script? Did not getting an answer...
by Barbara Khozam | May 14, 2015 | Customer Service Consultant, Customer Service Escondido, Customer Service Speaker, Customer Service Training
Real World Story: A customer is eating alone at a restaurant’s counter. The wait staff are talking loudly all around her, complaining about roommates. “She’s moving out. It’s a pain in the butt to find a new roommate. Oh yeah, I had to go through that last month.” On...
by Barbara Khozam | May 7, 2015 | Customer Service Consultant, Customer Service Escondido, Customer Service Training
It’s interesting. But if a willing and able customer wants to give you money, take it! Since my last blog post about not getting service providers to return email requests, I’ve had THREE people from three different parts of the US tell me of similar situations. Real...
by Barbara Khozam | Apr 30, 2015 | Customer Service Escondido, Customer Service Speaker, Customer Service Training
Email is perhaps the most used communication tool in our lives today. We use it to communicate with friends and family, and it is a major part of our professional work. But email can also be one of the most frustrating forms of communication. I’m sure you’ve...
