by Barbara Khozam | Feb 28, 2013 | Customer Service Escondido
While watching the Oscars last Sunday, I was riveted by the attention given to the celebrities who walked the red carpet. The media swarmed around them as hundreds of thousands of people lined the streets for a glimpse. All watched attentively these “special” people...
by Barbara Khozam | Feb 21, 2013 | Customer Service Escondido
What’s better than joining the MileHi Club? Listening to Barbara Khozam’s interview by Greg Giesen on MileHiRadio.com, that’s what! Don’t miss this humourous and insightful interview about today’s prevalent BAD Customer Service, hosted by Greg Giesen and Dr. Allison...
by Barbara Khozam | Feb 14, 2013 | Customer Service Escondido
We’ve all had it happen. We’re talking to a customer service agent, for a few seconds only, before we realize that we’re talking with a robot. The agent is obviously reading from a script, so he’s truly not listening. As customers, this is maddening to us. As...
by Barbara Khozam | Feb 8, 2013 | Customer Service Escondido
Have you noticed customer service lately? Let’s face it. Customer service is B-A-A-A-A-A-D, no…wait a minute. Customer service is terrible — everywhere. People are so accustomed to getting lousy service that when they are treated well, they are often surprised and...
by Barbara Khozam | Feb 7, 2013 | Customer Service Escondido
Last week, we discussed the importance of developing and implementing customer service scripts, guidelines and protocols. These help to ensure that everyone in your organization has buy-in and is held accountable for infractions. This week, we discuss how to make...
by Barbara Khozam | Jan 31, 2013 | Customer Service Escondido
As a customer service consultant, I get asked about customer service scripts all the time. I’m often asked, “If I ‘make’ my customer service staff use a script, won’t they sound robotic?” The answer is…complex. I grew up with a...
