Customer Service Consultant - Barbara Khozam, Customer Service Speaker

My Adventure at the Cambria Hotel – Minneapolis: A Comedy of Errors

by Barbara Khozam | Oct 9, 2024 | Customer Service Consultant, Customer Service Speaker

Arrival date: 9/23/24 Departure date: 9/25/24 You know you’re in for a ride when the airport shuttle is a no-show, and you’re stuck standing at the curb, watching other guests get whisked away like they’ve won a free trip to paradise. I, on the other hand, called the...

Looking Forward to 2019!

by Barbara Khozam | Dec 27, 2018 | Customer Service Consultant, Customer Service Speaker

As 2018 comes to a close, may we look forward to 2019 with hope and anticipation for the very best in us and others. And may we look back to 2018 only with gratitude at the good experiences and the lessons learned from the not so good. As we move forward, may we...

In Customer Service, ONE employee can spoil your service with ALL customers

by Barbara Khozam | Mar 1, 2018 | Customer Service Consultant

Perhaps, my expectations are too high. I expect to be treated better! Real World Story: The following account happened to me at the Hilton hotel in Calabasas, CA. It all started the day before my arrival. I received an email from a female Hilton employee informing me...

How to use Active Listening for delivering exceptional customer service

by Barbara Khozam | Feb 8, 2018 | Customer Service Consultant

A colleague recently relayed to me a story that floored me, to say the least. Real World Story: My husband recently passed away, and I had the daunting task of having to move and cancel and transfer various utilities and home services. Unfortunately, many of our...

How to make positivity contagious for improved customer service

by Barbara Khozam | Feb 1, 2018 | Customer Service Consultant

Negativity has always been easier to pass along than positivity. This is largely due to our antiquated human nature of day-to-day survival against the world around us. Our existence depended, historically, on knowing where dangers could be found. So passing on this...

Home Depot Steps Up, Again: unexpected lessons in great customer service

by Barbara Khozam | Jan 26, 2018 | Customer Service Consultant

A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my...