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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Feedback: How to Strengthen Your Customer Service Arsenal With this Secret Weapon

by Barbara Khozam | Dec 14, 2017 | Customer Service Consultant

Requests for feedback are everywhere. When you shop online or visit a new website, a service survey window will usually pop up. When you contact a company via Chat, a customer survey window almost always appears at the end of your session. When you walk into most...

Patience: The Building Block to Exceptional Customer Service

by Barbara Khozam | Dec 7, 2017 | Customer Service Consultant

When you interrupt a customer, then you have probably lost your patience. When your body language and facial expression become rigid, then you have probably lost your patience. When you get angry with a customer, then you have definitely lost your patience. Real World...

How to Use Exact Words to Elevate the Customer Service Experience

by Barbara Khozam | Nov 30, 2017 | Customer Service Consultant

Real World Story: Have you ever dealt with an agent in a customer service situation who made a statement that left you scratching your head? You may have asked for a small favor or service only to be told “not a problem” or “no trouble at all.” But why would asking a...