A Complaint is a Gift Featuring Janelle Barlow
Moving Customer Complaints from Frustration to Satisfaction
Shep Hyken interviews Janelle Barlow, award-winning customer service and experience speaker, consultant, and author of A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty. She shares how to empathetically transform a customer's complaint into a positive and memorable experience.
Top Takeaways:
· Janelle shares these findings from the 2020 National Customer Rage Study (followed by our commentary):
· Handling complaints is a mindset. Leaders and managers must understand that people do not naturally know how to handle complaints. Most of us learn how to handle complaints from our families (for example, fighting with our siblings or complaining to our parents) and develop "go-to responses" or defense mechanisms that we then use when dealing with customers.
· If you have the mindset that a complaint is a gift, you begin with a statement of gratitude. One of the most common communication chains is the "thank you - you're welcome" exchange. When you thank the customer for letting you know there is a problem, you can mitigate the anger and start the resolution from a better place.
· When employees feel supported by companies in terms of complaint resolution, they are happier and more effective. They don't have to feel defensive or argue with customers. They know that all they have to do is ensure that customers walk away feeling happy and satisfied.
· Plus, Janelle shares some guidelines to follow when responding to online feedback, both positive and negative. Tune in!
Quote:
"Handling a customer's emotional satisfaction is as important as resolving the complaint. You can handle the customer’s problem, but if they feel that they were treated poorly in the process, they still walk away feeling dissatisfied."
About:
Janelle Barlow is a customer service and experience expert, trainer, consultant, and best-selling author. The latest edition of her book, A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty, is available now.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.
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