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Customer Service / Patient Experience Can Make Or Break A Business

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Barbara brings this topic to life with a compelling and captivating keynote. Sometimes it can be hard for employees to understand and act on the customer experience. But Barbara makes it educational and entertaining at the same time.

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A Hilton Embassy Suites that puts “hospitality” at the heart of its customer service

by Barbara Khozam | Dec 9, 2021 | Customer Service Training

Last month, I wrote about a not-so-hospitable Hilton Embassy Suites experience. This week, I will tell you about an awesome encounter at the Hilton in Oxnard, CA. Yay, I FINALLY have a great customer service story to share!!! Real World Story: I'm staying at the...

Let Us Give Thanks!

by Barbara Khozam | Nov 24, 2021 | Customer Service Training

Two thousand twenty-one is nearly over and much has happened in the last 11 months—good things and not-so-good things. The good things have given us great memories, no doubt. The not-so-good things have helped shape us to be stronger and more resilient. May we...

Customer service that takes “hospitable” out of hospitality

by Barbara Khozam | Nov 12, 2021 | Customer Service Training

Real World Story: As a CSI (Customer Service Investigator) who helps clients learn to JUMP for their customers, I jumped at this opportunity to send the Hilton Embassy Suites’ general manager a message in which I explained that most Hilton properties hire people who...