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I See You AND I Don’t Care: How to “WOW” your customers away
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?
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...
Why is negativity contagious?
Once again, I was stumped by what seemed like an easy-to-answer question. I had just finished a long week of workshops and keynote presentations, focusing on positive attitude and customer service. At the conclusion of one session, an attendee asked me the following:...
Zap Negativity while You Help Lift the “Spirit of the Barrio”
This Friday, May 17th, beginning at 11:45am, Barbara Khozam is presenting to more than 400 local businesses, community leaders, and private citizens at the “Spirit of the Barrio” luncheon event in San Diego, CA. [youtube=https://youtu.be/W0NhE187jRs] Barbara will be...
How can I possibly impact customer service when I don’t have direct contact with customers?
Lately, I’ve been asked this question frequently, especially during my customer service training classes. The answer to this question is a resounding, "Everyone impacts the customer experience." I’ve always advocated the attitude that “everyone is your customer,” and...
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