Customer frustration is something we’ve all experienced and can relate to. When it happens to us we’re more likely to tell our family and friends about it than complain to the people who can really fix the problem.

That’s exactly why when a customer, client, guest, or patient complains about something it’s a terrific opportunity to turn lemons into lemonade and Janelle Barlow tells us how. 

What You’ll Discover About Customer Frustration:

* Most common ways businesses mishandle complaints and increase customer frustration,

* Why the pressure of reducing customer complaints creates vanity metrics

* The mindset service reps need to truly reduce customer frustration,

* Why businesses fail to see customer complaints as opportunities,

* How to avoid the compassion fatigue that results from dealing with customer frustration, and

* MUCH more.

Guest: Janelle Barlow, PhD

Janelle 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

Related Resources:

If you liked this interview, you might also enjoy our other Customer Satisfaction episodes.

Contact Janelle and connect with her on LinkedIn.

Check out her business website and her best-selling book now in it’s 3rd edition, A Complaint is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty.

FREE DOWNLOAD by Janelle Barlow: “Actually, We should Want to Hear Customer Complaints.”