Looking to improve customer satisfaction and drive business success? Look no further than Dr. Janelle Barlow, a leading expert in the field of customer feedback and service recovery. As a bestselling author, media spokesperson, and seminar leader, Dr. Barlow has helped countless businesses transform complaints into gifts and use customer feedback to fuel growth and improvement.
Through her acclaimed book, A Complaint is a Gift, Dr. Barlow offers a powerful philosophy and strategic framework for handling customer complaints effectively. Dr. Barlow also shares practical advice and real-world examples of businesses that have successfully navigated customer complaints and feedback. Whether you’re looking to improve your customer service, enhance your brand reputation, or drive business growth, Dr. Barlow’s insights and strategies offer invaluable guidance and inspiration.
Key Takeaways:
- Dr. Barlow shares her latest edition of her book, A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty
- Dr. Barlow 3 steps in response to written complaints
- How we can build improvisation skills into organizations.
- Recommendations for not taking customer complaints personally
- Asking questions is:
- A critical skillset, especially for customer service reps
- An emotional intelligence skillset
- And learn so much more…
Complaints: They’re the things we love to hate.
Whether it’s an angry customer on the phone, a critical review online, or a dissatisfied employee, complaints are rarely welcomed with open arms. But what if we’ve been thinking about them all wrong? According to Dr. Janelle Barlow, author of A Complaint Is a Gift, complaints aren’t just problems to solve—they’re gifts that provide invaluable feedback and opportunities for growth.
In this conversation, Dr. Barlow shares her three-step process for handling complaints, insights into the mindset needed to approach feedback constructively, and practical advice for organizations looking to build stronger relationships with their customers.
The Three-Step Process for Handling Complaints
Handling complaints effectively doesn’t have to be complicated. Dr. Barlow breaks it down into three straightforward steps:
- Lead with Gratitude
Start by saying “thank you.” Complaints provide valuable insights into what’s not working, and the person offering feedback is giving you a chance to fix it. A genuine “thank you” sets a positive tone and opens the door to constructive communication. - Seek to Understand
Take the time to listen and understand the issue. Ask thoughtful questions and get to the root of the problem. People often just want to feel heard, and showing curiosity and empathy can diffuse tension. - Take Action
Address the issue. Whether it’s a quick fix or a more complex solution, your goal should be to resolve the customer’s problem and prevent similar issues in the future. Let them know what you’re doing to make things right.
Why Complaints Are a Gift
Dr. Barlow emphasizes that complaints are opportunities to deepen relationships, gain insights into your customers’ needs, and ultimately improve your business.
- Customer Retention: A well-handled complaint can turn a dissatisfied customer into a loyal one. Research shows that customers are more likely to stick around after a positive complaint resolution.
- Business Growth: Complaints highlight areas for improvement, helping you innovate and prevent recurring issues.
- Relationship Building: Addressing a complaint with care demonstrates your commitment to the customer’s experience, fostering trust and loyalty.
The Mindset Shift: From Defensive to Curious
One of the biggest barriers to handling complaints effectively is our natural defensiveness. No one likes to feel criticized, but shifting your mindset can make all the difference.
Here’s how to reframe your approach:
- See Complaints as Data: Instead of taking feedback personally, view it as valuable information.
- Acknowledge the Backstory: Customers often bring emotions or past frustrations to their complaints. Understanding this context can help you respond with empathy.
- Practice Emotional Intelligence: Listening, asking thoughtful questions, and maintaining a calm demeanor are essential skills for navigating complaints.
Common Pitfalls to Avoid
Dr. Barlow notes that many companies get it wrong when it comes to complaint handling. Here are some mistakes to avoid:
- Over-Scripting: Rigid scripts can make interactions feel robotic and insincere. Empower your team to respond authentically while staying professional.
- Neglecting Training: Frontline employees are often thrown into complaint-handling roles without proper training. Regular coaching and peer discussions can help them build confidence and skills.
- Failing to Act: It’s not enough to resolve a single complaint. Businesses need to analyze patterns and address systemic issues to avoid future problems.
Practical Phrases to Build Trust
Sometimes, the right words can turn a tense interaction around. Dr. Barlow recommends keeping these phrases in your toolkit:
- “Thank you for bringing this to our attention.”
- “Let me see what I can do to help.”
- “I understand how this must have been frustrating for you.”
These statements offer hope and demonstrate your commitment to finding a resolution.
About Dr. Janelle Barlow
Dr. Janelle Barlow is a businesswoman, best-selling author, media spokesperson, keynote speaker, and seminar leader. Highlights include:
- President and owner of Insight Associates, Inc., dba A Complaint Is a Gift
- President of Global Speakers Federation, 2010-2011; holds the designation of Certified Speaking Professional awarded by the National Speaker’s Association, USA, and named a Legend of the Speaking Profession by the Veterans Speaking Network.
- Thought leader in the field of service recovery, author of the bestselling business book A Complaint is a Gift: Using Customer Feedback as a Strategic Tool, published in over 20 languages and nominated for the Benjamin Franklin Business Book Award; this book is now available in a third edition, published in 2022.
- Author of Branded Customer Service: The New Competitive Edge, now also available in paperback, 2006; Author of Emotional Value: Building Strong Bonds with Your Customers; The Stress Manager; Mind Flexors, I and II; Smart Videoconferencing: New Habits for Virtual Meetings
- Media spokesperson for Lipton Tea, guest on NPR Marketplace, Cisco’s Biz TV, and CNBC.
Find out more here: https://www.acomplaintisagift.com
