A social experiment in “NO” goes completely wrong

by Barbara Khozam | Jun 27, 2013 | Customer Service Escondido

This week, I’m sharing with you a short 5-minute video from a young man who is on a quest to get people to say “No” to his “special” requests. Caution: when experimenting, you should always be prepared for unexpected results. Take a look at this video, then share your...

Want customers to comply? Simply tell them why.

by Barbara Khozam | Jun 20, 2013 | Customer Service Escondido

I couldn’t believe it! I had a great telephone conversation with a customer service agent at my bank. I am so accustomed to poor treatment that gets me extremely frustrated that this last experience took me by surprise. It was one of those experiences that leaves you...

A Look at How Corporate Culture Can Make or Break Customer Service

by Barbara Khozam | Jun 13, 2013 | Customer Service Escondido

Every now and then, I read an inspirational article that demonstrates how great customer service is still possible. Once such recent news story was about Quicken Loans and how it sped to the top of its industry, led by exceptional customer service. (To read the full...

I See You AND I Don’t Care: How to “WOW” your customers away

by Barbara Khozam | Jun 6, 2013 | Customer Service Escondido

Recently, I did several secret shopper visits in two small towns in the Midwest. I was expecting to experience exceptional customer service – the kind of service that just makes you think, “Wow! I wish I lived here.”  Unfortunately, my compared experiences of the two...

What exactly do our customers remember about us and why?

by Barbara Khozam | May 30, 2013 | Customer Service Escondido

Memorial Day has come and gone, and we are once again thankful for all the things our service men and women have done for us and our country. This makes me wonder about the relationships we have between our organizations and our customers. Will our customers remember...