by Barbara Khozam | Jun 19, 2014 | Customer Service Escondido
“It’s not my job,” I heard from behind a ticket counter at the San Diego airport recently. The following story comes from my own personal experience in a real-time situation between an airline representative and its customers. Real World Story: As I was standing in a...
by Barbara Khozam | Jun 12, 2014 | Customer Service Escondido
Recently, I’ve been reading many debates about the need—or not—for customer service scripts. Some advocates believe they’re necessary while naysayers think they promote robot-like behaviors. As I mentioned in two previous blog posts, BAD scripts = MAD customers! and...
by Barbara Khozam | May 29, 2014 | Customer Service Escondido
Last week I wrote a blog post titled “Is it too late to teach kindness”. One day later, an article landed on my desk about the recent visit by the Dalai Lama at my alma mater Santa Clara University. He was at SCU to discuss “Business, Ethics, and Compassion: A Public...
by Barbara Khozam | May 22, 2014 | Customer Service Escondido
Lately, I’ve been thinking a lot about kindness and whether or not it can be taught to customer service representatives. Why is it that in a professional setting, one service representative can treat customers with kindness and helpfulness while other reps could care...
by Barbara Khozam | May 15, 2014 | Customer Service Escondido
Have you ever called a company and been immediately turned off within the first few seconds? Did that negative impression impact the rest of the conversation? Was it a painful interaction? The way people answer the phone can make or break my entire conversation with...
by Barbara Khozam | May 8, 2014 | Customer Service Escondido
I consider myself a friendly and positive person. I enjoy making people smile and spending time with optimistic people. But for one reason or another, I’ve been surrounded lately by rude behavior, and it’s starting to drag me down. Real World Story: In one short...
