by Barbara Khozam | Mar 13, 2025 | Customer Service Training
Imagine parking in what appears to be a public lot, only to return and find your car gone—towed without warning and costing you nearly $500 to get it back. That’s exactly what happened to me at the Courtyard by Marriott in El Cajon, CA, and I’m not alone. This is a...
by Barbara Khozam | Feb 14, 2025 | Customer Service Training
In 2025, proactive customer service isn’t just a trend—it’s basically customer service with a crystal ball. Instead of waiting for customers to reach their boiling point over a lost package or a tech glitch, businesses are using AI, predictive analytics, and real-time...
by Barbara Khozam | Feb 7, 2025 | Customer Service Training
Last Saturday, around 12:15 p.m., my family and I decided to grab lunch at a burger spot. It was a beautiful sunny day in Southern California, and we were excited for a quick and enjoyable meal. Unfortunately, what unfolded left us frustrated and bewildered. The...
by Barbara Khozam | Jan 20, 2025 | Customer Service Training
It started like any other day—I just needed to reschedule a routine checkup. Simple, right? I grabbed my phone, thinking this would take no more than five minutes. After all, how hard could it be to change an appointment? Armed with confidence and a cup of coffee, I...
by Barbara Khozam | Jan 18, 2025 | Customer Service Training
In 2025, customer service leaders are swapping their trusty notepads for neural networks (or at least trying to). With technology evolving faster than your favorite streaming app can drop a new update, staying ahead requires more than charm and empathy. According to...
by Barbara Khozam | Dec 14, 2024 | Customer Service Training
Conversational commerce is a trending customer service tool that integrates messaging apps, chatbots, and voice assistants into the shopping and service experience. These resources allow people to interact with organizations as they would with a person, using natural,...
