Actually, We Should WANT to Hear Customer Complaints

Dr. Janelle Barlow, PhD, an award-winning speaker, trainer, consultant and author who translates research into practical tools to improve customer service and complaint handling joins Enterprise Radio. She has recently released the third edition of her bestseller, "A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty." This episode of Enterprise Radio is on association with the Author Channel. Listen to host Eric Dye & guest Dr. Janelle Barlow discuss the following: * Many people see Americans as a bunch of whiners. Yet, according to your research, a very small number of people actually speak up about what are legitimate complaints. Why is this so? * Why is it that so many people see complainers as gripers, whiners, and so on? Yet, most customers just want something fixed that they consider to be reasonable. Why is it that complainers are seen as negative? Actually, isn't feedback in many cases a positive learning lesson for a business? * You define complaints as statements about expectations that haven't been met. Yet so many people see complainers as cheaters, people who are trying to get something for nothing. Can you explain this? * You talk a lot about emotional intelligence as an important component in handling complaints. How can businesses expect their front-line staff to be emotionally sophisticated when so many are taking these types of jobs as their first work experience? * What about complaints online?  How are they different from complaints in person or on the telephone, and how are they shaping customer choices? * Communication about dissatisfaction is one of the most critical exchanges between customers and organizations. Yet you pinpoint many businesses that actually set targets to reduce the number of complaints they receive. What can you say about that? Janelle Barlow, PhD, is an award-winning speaker, trainer, consultant and author who translates research into practical tools to improve customer service and complaint handling. She works with Customer Service Representatives, managers and entire companies, both nationally and internationally, to help them recover and retain customer loyalty. She has recently released the third edition of her bestseller (more than 275,000 copies sold to date), A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty (BK Publishing, Nov.8, 2022). Website: https://www.acomplaintisagift.com People also listened to this: Luxury Real Estate Pioneer Transforms Industry with Unique Marketing Approach