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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Do You Know All Your Customer Service Touch-points?

by Barbara Khozam | Nov 16, 2017 | Customer Service Consultant

A touchpoint is every single opportunity that customers and clients have of connecting with your business. And every touchpoint has the opportunity to turn great service into a BAD experience. Real World Story: At a restaurant, touch-points can include the hostess,...

How to Effectively Utilize “The Hand-off” for Better Service Delivery

by Barbara Khozam | Sep 28, 2017 | Customer Service Consultant

“Sorry, I can’t help you because this isn’t my department.” How many times has a customer service agent given you this excuse? And how many times have agents simply transferred your call or walked away from you without any additional help or explanation? A business...

Customer Service for Small Businesses

by Barbara Khozam | Sep 15, 2017 | Customer Service Training

Small businesses, especially start-ups, spend much time and energy with the essentials of raising necessary capital, meeting staff requirements, developing marketing tools, and competing for bids in competitive job markets. This leaves very little focus on customer...