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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Nothing-to-Lose Customer Service

by Barbara Khozam | Sep 1, 2016 | Customer Service Consultant

Have you ever received excellent service from a company of which you weren’t even a customer? A friend told me the following story. Real World Story: “On the morning of our last day Harley riding across the USA, my bike stalled in the middle of a road and would not...

Caring in customer service—nature or nurture?

by Barbara Khozam | Aug 25, 2016 | Customer Service Consultant, Customer Service Training

Can exceptional customer service be trained? Can you nurture service reps to care about your customers, or is caring a trait of nature inherent in some people and not others? We’ve all dealt with customer-facing employees who seem to not give a hoot about taking care...

When the Spirit of Customer Service Goes Beyond the Letter of the Law

by Barbara Khozam | Jul 28, 2016 | Customer Service Consultant, Customer Service Training

Real World Story: So you’ve schlepped across the world in an airplane for thirteen hours. On arrival to your destination, you then schlepp your luggage around from service counter to service counter—from car rental place to hotel lobby to restaurant hostess station....