Barbara Khozam, Customer Service Speaker
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When the Spirit of Customer Service Goes Beyond the Letter of the Law

by Barbara Khozam | Jul 28, 2016 | Customer Service Consultant, Customer Service Training

Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....

Say my name, say my name: a customer service faux pas that drives away business

by Barbara Khozam | Jul 21, 2016 | Customer Service Consultant

I have a question for you. Do you like to feel special or generic? When circumstances are favorable, most people will say ‘special.’ Then why do so many people insist on calling me ma’am when they full well know my name? Why? Real World Story: Can you relate to any of...

The Art of Written Communication in the Age of Technology

by Barbara Khozam | Jul 14, 2016 | Customer Service Consultant

Today’s technology has made communicating with others easier than ever. In an instant, you can send a text, and email, or Skype. You can also post your innermost thoughts on Facebook, Twitter and YouTube, to name but a few of the hundreds of today’s available channels...

It’s Crazy Good Customer Service at the Staybridge Suites

by Barbara Khozam | Jul 7, 2016 | Customer Service Consultant

For those of you who read my post last week about Thrifty Car Rental, I continue to write about my experiences in Indiana in this week’s post in which I describe my stay at Staybridge Suites. Real World Story: After experiencing abysmal service by several employees at...

How wasteful customer service trumps thrifty pricing

by Barbara Khozam | Jun 30, 2016 | Customer Service Consultant

If you Google the word thrifty, you get the following definition: using money and other resources carefully and not wastefully. Well, someone needs to let Thrifty Car Rental in on that definition. Real World Story: I recently flew from San Diego, California, to...

Attitude 180—how successful customer service teams turn it around with kindness

by Barbara Khozam | Jun 23, 2016 | Customer Service Consultant

You started your day with a BAD attitude. But someone was so kind to you that you couldn’t help but turn it around to positive. Has this ever happened to you? Real World Story: I have a very good friend who is a retired nurse. He is the MOST compassionate, kind and...
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