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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...
Mercury Insurance Group Turns a Bad Situation to Great
Just when you think customer service can’t get any worse, you hear a story that simply surprises you. Real World Story: A few days ago, one of my clients shared with me the following story: "One day, I decided to call Mercury Insurance Group to ask about insurance...
Where do you draw the line between love and hate?
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