Customer Service / Patient Experience Can Make Or Break A Business
Keynote Sessions
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.
%
Customer satisfaction
How Do People Respond After Seeing Barbara On Stage?
Videos & Reviews
Blog
The Little Things That Make a Big Impression
As someone who travels frequently—and teaches customer service for a living—I’m always paying attention to how service is delivered. Not just the what, but the how. And on a recent visit to The Whitley, a Luxury Collection Hotel, I experienced something refreshingly...
How a Car Wash Scrubbed My Patience Instead of My Car
It’s a sunny Saturday, and I’m in a great mood blasting one of my favorite songs as I’m running errands. I roll into the local car wash ready to give my dust-covered car some TLC. I pay for the “Deluxe Diamond Ultimate Supreme Wash” — you know, the one with the extra...
Don’t make customers repeat their issue twice – First Contact Resolution
As leaders, we’re constantly seeking ways to improve satisfaction, reduce frustration, and increase loyalty. One of the most impactful strategies is adopting a culture that prioritizes First Contact Resolution (FCR). This doesn't just mean resolving issues in a single...
Let’s Talk About Your Event
