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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How supermarkets produce exceptional service, or not

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

A colleague recently shared with me the following story as two examples of customer service at two major supermarket chains in Los Angeles County—Ralphs and Smart & Final. Real World Story: “I love to cook and bake. So I’m at the supermarket almost every day....

Customer service goes high-tech to give you low-stress

by Barbara Khozam | Apr 14, 2016 | Customer Service Training

While working on research for my upcoming book, I came across an innovative new company. This company, named SERVICE, helps customers settle product and service complaints with one simple call, click or touch. Have you ever called a company to voice a complaint only...

Is your lousy return policy costing you return business?

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

In August 2015, my husband bought me two rings for our anniversary. They didn’t fit, so I took them back within the 30 day period. However, they were not accepted because I didn't have the receipt. (Of course I didn't. They were a gift.) A few days later, the owner of...