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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In Customer Service, ONE employee can spoil your service with ALL customers

by Barbara Khozam | Mar 1, 2018 | Customer Service Consultant

Perhaps, my expectations are too high. I expect to be treated better! Real World Story: The following account happened to me at the Hilton hotel in Calabasas, CA. It all started the day before my arrival. I received an email from a female Hilton employee informing me...

The BASICS of customer service make all the difference

by Barbara Khozam | Feb 23, 2018 | Customer Service Training

My mother and I have frequented Portinos Restaurant for years because it’s the closest restaurant to her hairdresser; we make those outings half-day occasions to hang out together so convenience is key. Real World Story: In the past, the food has been really good, but...

Virtue of Patience — an especially important virtue when we vie to deliver great service

by Barbara Khozam | Feb 15, 2018 | Customer Service Training

Daily life puts many demands on our time. And while we run around in a frenzy trying to complete all of our day-to-day tasks and plans, we need to stop, take a breath, and remember the virtue and grace of patience. The following story was told to me by a colleague and...