Customer Experience

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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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How one bad employee can change a positive experience into a negative memory

by Barbara Khozam | Aug 21, 2019 | Customer Service Training

Have you ever had an experience that left you feeling, well, sort of blah? I had such an experience. Real World Story: Recently, I was fortunate to stay at a 5-star hotel in Bermuda. After reading the reviews online, I had extremely high expectations. When I arrived,...

Exceptional Medical Customer Service Means Being Your Best Self at the Worst of Times

by Barbara Khozam | Aug 14, 2019 | Customer Service Training

In the business of healthcare, we are often in contact with people who are at their worst because of pain and the anxiety that comes with it. So it is imperative that we are always our best self. A colleague recently shared the following story. Real world story: “I...

Putting Peace of Mind into Medical Customer Service

by Barbara Khozam | Jun 21, 2019 | Customer Service Training

I can’t think of a better time when customer service is most essential than when it involves your health, especially when you are getting ready to have surgery. Wouldn’t you agree? A colleague shared the following story with me. Real world story: “My boyfriend...