SEASON: 2 EPISODE: 7
According to the 2020 National Customer Rage Study, when complaining, 58% of customers got no, or limited satisfaction for their efforts, while 65% left filled with rage and frustration. This means that too many businesses are scripting, outsourcing, or seriously mishandling their customer service. They are missing a key point that customer complaints are a gift to companies, that when handled well, will reap huge rewards.
To help us understand why businesses should seek out complaints, learn the strategies to handle them effectively and turn dissatisfaction into brand loyalty, is best selling author, award winning speaker and trainer, Janelle Barlow.
Janelle Barlow, well-known around the world as an in-person award-winning speaker, trainer, and consultant, author, and Subject Matter Expert based on her best-selling books, is changing her business. She is limiting her travel by airplane, instead sharing her expertise through webinars, online presentations, coaching and consulting sessions, weekly blogs, and this Complaint Is a Gift web page.
All of Janelle’s work is primarily delivered as virtual programs, books, workbooks, webinars, online coaching, virtual presentations or offered in a hybrid way that works best for your organization.
Insight Gold Timestamps:
05:31 it is so ingrained for us to see complaints as negative
07:30 National Customer Rage Study
09:52 Difference between feedback and complaints
10:16 Complaints are never positive
12:54 A complaint is an emotional experience
15:07 Do they really know what's going on at the intersection of their staff with their customers?
20:21 What makes people complain?
22:03 Four categories of complainers
25:06 Let me see what I can do
27:54 First, listen to the content of the complaint
33:39 Do you have the authority to resolve my problem
34:33 A Complaint is a Gift Workbook
Facebook Group: https://www.facebook.com/groups/1242566216548624
A Complaint is a Gift Workbook: https://www.acomplaintisagift.com/WB
Rainmaker Digital Solutions: https://www.rainmakerdigitalsolutions.com/
Next Episode: Radical Relevance with Bill Cates!