by Barbara Khozam | Nov 11, 2026 | Customer Service Speaker, Customer Service Training
I used to play professional beach volleyball. Here’s what nobody tells you about winning: matches are rarely won by the best serve. They’re lost on unforced errors. Patient experience works the same way. You probably have a few superstars. A nurse patients...
by Barbara Khozam | Oct 2, 2026 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
Sometimes the words we say automatically are the words we should think about most. A Real World Story A friend of mine has a pet peeve. Whenever a customer service representative says, “I understand how you feel,” she wants to respond “Oh no, you don’t.” She’s...
by Barbara Khozam | Sep 4, 2026 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
A Real-World Story About What Customers Remember Sometimes, customer service isn’t about the price. It’s about how you make someone feel. I was reminded of that this week in a very personal way. My 16-year-old cat, Marie, was dying. I needed to find a...
by Barbara Khozam | Aug 6, 2026 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
We’ve All Heard These Words… “I’ll check on that and get back to you.” “I’ll send that over this afternoon.” “Someone from our team will give you a call.” Most of us have said those words. Most of us have heard...
by Barbara Khozam | Jul 10, 2026 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
We’ve all been there. You’re sitting in a waiting room. Someone cheerfully tells you, “We’ll be with you shortly.” Five minutes pass. Then ten. Then twenty. No one checks in. No one explains the delay. No one even makes eye contact. At...
by Barbara Khozam | May 7, 2026 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
“Can someone help me with this?”“How long is this going to take?”“Why didn’t anyone tell me that?” If your customers are asking these questions, something important is happening. Not because your team isn’t working hard.And not because they aren’t being helpful. But...
