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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 to make positivity contagious for improved customer service

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

Negativity has always been easier to pass along than positivity. This is largely due to our antiquated human nature of day-to-day survival against the world around us. Our existence depended, historically, on knowing where dangers could be found. So passing on this...

Home Depot Steps Up, Again: unexpected lessons in great customer service

by Barbara Khozam | Jan 26, 2018 | Customer Service Consultant

A few months ago, I posted an encouraging story about Home Depot and the great service it provided to a friend of mine. Following is another Home Depot service story relayed to me by that same friend. Real World Story: Over the Thanksgiving holiday, I talked with my...

How to Deliver Concierge-Style Customer Service

by Barbara Khozam | Jan 12, 2018 | Customer Service Consultant

When you think of the word “concierge,” many of us imagine personalized exceptional service for elite customers—the white glove treatment for a privileged few. But concierge-style customer service is a service you can deliver to all your customers all the time. Real...