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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Say my name, say my name: a customer service faux pas that drives away business

by Barbara Khozam | Jul 21, 2016 | Customer Service Consultant

I have a question for you. Do you like to feel special or generic? When circumstances are favorable, most people will say ‘special.’ Then why do so many people insist on calling me ma’am when they full well know my name? Why? Real World Story: Can you relate to any of...

The Art of Written Communication in the Age of Technology

by Barbara Khozam | Jul 14, 2016 | Customer Service Consultant

Today’s technology has made communicating with others easier than ever. In an instant, you can send a text, and email, or Skype. You can also post your innermost thoughts on Facebook, Twitter and YouTube, to name but a few of the hundreds of today’s available channels...

It’s Crazy Good Customer Service at the Staybridge Suites

by Barbara Khozam | Jul 7, 2016 | Customer Service Consultant

For those of you who read my post last week about Thrifty Car Rental, I continue to write about my experiences in Indiana in this week’s post in which I describe my stay at Staybridge Suites. Real World Story: After experiencing abysmal service by several employees at...