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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Is Customer Service still a thing?

by Barbara Khozam | May 17, 2019 | Customer Service Training

A colleague posted a bad customer service story on her Facebook page. When I saw it, I knew I had to share it with you. Real world story: Early this morning at a not too busy Walmart, an employee told me that she couldn't help me find what I needed because she had to...

How to outweigh the BAD with the GOOD for exceptional customer service

by Barbara Khozam | Apr 19, 2019 | Customer Service Training

Bad things happen to good people all the time. In customer service, we often have to interact with good people who are frustrated and even angry over a bad experience they’ve had. The trick is to turn around their negative situation into a positive outcome. Real world...

How NOT to accuse your customers for a better service delivery experience

by Barbara Khozam | Mar 29, 2019 | Customer Service Training

I’ve heard two stories from two different people in the past three months. Real World Story: A customer was standing in the express lane of a grocery story. About seven people stood in front of him. The cashier was moving extremely slowly, excessively talking to every...