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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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Face-to-Face Customer Service in the Age of Coronavirus

by Barbara Khozam | Mar 12, 2020 | Customer Service Training

As COVID-19 continues to spread, it’s difficult to maintain our usual face-to-face approach to great customer service, especially for those of us who work in the medical field. A colleague told me the following story. Real World Story: “Today I went to physical...

How to “Fake it till You Make it” in Customer Service

by Barbara Khozam | Feb 27, 2020 | Customer Service Training

A colleague recently relayed the following story about a local grocery store chain that is taking its customer service to the next level, but it seems not every employee is yet 100% on board with presence and follow-through in an attempt to “fake it till you make it.”...

There is No Room for Employee Shaming in Customer Service

by Barbara Khozam | Feb 13, 2020 | Customer Service Training

A recent news story caught my attention regarding a sign posted at a Taco Bell storefront location in Fairlawn, Ohio, admonishing its employees. While I do advocate for corporate transparency in order to keep customers well informed of serious issues that affect...