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Janelle Barlow – A Complaint is a Gift
Episode 713th February 2023 • Becoming Preferred • Michael Vickers
00:00:00 00:37:09

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Episode Overview:

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.

Guest Bio: 

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.

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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

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Next Episode: Radical Relevance with Bill Cates!