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 | Jun 4, 2026 | Customer Service Consultant, Customer Service Training
Why Customers Remember the Experience You Didn’t Mean to Create Most organizations don’t have a customer service problem. They have a consistency problem. One employee is warm and welcoming. Another seems rushed and distracted. One customer receives a...
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...
