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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 wasteful customer service trumps thrifty pricing

by Barbara Khozam | Jun 30, 2016 | Customer Service Consultant

If you Google the word thrifty, you get the following definition: using money and other resources carefully and not wastefully. Well, someone needs to let Thrifty Car Rental in on that definition. Real World Story: I recently flew from San Diego, California, to...

Attitude 180—how successful customer service teams turn it around with kindness

by Barbara Khozam | Jun 23, 2016 | Customer Service Consultant

You started your day with a BAD attitude. But someone was so kind to you that you couldn’t help but turn it around to positive. Has this ever happened to you? Real World Story: I have a very good friend who is a retired nurse. He is the MOST compassionate, kind and...

The Lemon Tree Hotel turns out to be a real lemon!

by Barbara Khozam | Jun 9, 2016 | Customer Service Consultant

In my last post, I described how excited I was to visit the Lemon Tree hotel in India because the hotel had sent me a positive welcome email claiming I would be met by smiles and friendliness. Real World Story: After my 30-hour trek from the US to India, I checked in...