by Barbara Khozam | Oct 13, 2025 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
Every business faces complaints.But here’s the real truth: it’s not the absence of complaints that builds loyalty — it’s how you respond to them. Negative feedback can feel like a gut punch. It’s a direct critique of your team’s hard work. But what if we stopped...
by Barbara Khozam | Sep 21, 2025 | Customer Service Consultant, Customer Service Speaker, Customer Service Training
Every business, no matter how exceptional, will inevitably encounter negative feedback. It’s an unavoidable part of the customer journey. For many, a scathing review or a frustrated complaint can feel like a punch to the gut, a direct attack on their hard work...
by Barbara Khozam | Aug 20, 2025 | Customer Service Training
In today’s digital landscape, artificial intelligence (AI) has revolutionized customer service. From chatbots to automated email responses, businesses are increasingly relying on AI to handle routine queries, streamline operations, and offer 24/7 support. While this...
by Barbara Khozam | Jun 20, 2025 | Customer Service Training
Imagine this: your customer is trying to navigate a confusing payment portal. You’ve sent them the instructions. They’ve tried. And failed. You’ve re-explained. They’re frustrated. You’re frustrated. The clock is ticking, and satisfaction is sinking. Now imagine...
by Barbara Khozam | Jun 17, 2025 | Customer Service Training
It started innocently enough, a mysterious $12.99 charge on my credit card labeled “Monthly Premium Access.” Premium access to what? I hadn’t knowingly “accessed” anything in months, unless you count repeatedly hitting “remind me tomorrow” on software updates. After a...
by Barbara Khozam | Jun 9, 2025 | Customer Service Training
Customers increasingly prefer to solve their own problems without ever talking to a customer service representative. In fact, 67% of people would rather use self-service options than reach out to a support agent. This shift isn’t just a trend, it’s a growing...
