A COMPLAINT IS A GIFT BLOGS

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— ©Janelle Barlow. All rights reserved. March 2023

Empathy Matters

I once received service that was so touching it turned me into a loyal customer—even though it was other parties that caused the complaint. Whoever displays empathy, regardless of responsibility for the complaint, gives a sense of connection that enables all troubles to float away.

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© Janelle Barlow, Ph.D.  December, 2021

Managers Don’t Always Know Why Their Customers Leave.

All Rights Reserved. Feel free to download the PDF file and reprint and distribute as you wish.

 

All rights reserved. Feel free to download the PDF file and distribute as you wish.

— ©Janelle Barlow. All rights reserved. February 2023

Power of Reciprocity in Service

 The next time you receive excellent service, notice how it creates a feeling of obligation to return the favor. The ways consumers reciprocate a favor to a business is to return, purchase more, and then say good things about them.

 Psychologists call this effect “reciprocity.” Reciprocity can also be a useful psychological tool when a customer complains — perhaps even more powerful than offering discounts for future services or reduced fees for past services.

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© Janelle Barlow, Ph.D.  December, 2021

Managers Don’t Always Know Why Their Customers Leave.

All Rights Reserved. Feel free to download the PDF file and reprint and distribute as you wish.

 

All rights reserved. Feel free to download the PDF file and distribute as you wish.

©Janelle Barlow. January 2023

When Cust complain, ask for business

I dropped off a complex print job that took almost fifteen minutes to explain. I left concerned as to whether my instructions would be followed precisely, especially since I had brought special paper on which the print run
would be printed. The price of this paper added dramatically to the cost of the printing.

When I returned to hopefully pick up1500 printed sheets of paper, I discovered a host of problems. One of the sheets had three times as many copies made as requested, which meant the shop ran out of my special paper, substituting a much lower quality paper for the remaining copies.

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© Janelle Barlow, Ph.D.  December, 2021

Managers Don’t Always Know Why Their Customers Leave.

All Rights Reserved. Feel free to download the PDF file and reprint and distribute as you wish.

 

All rights reserved. Feel free to download the PDF file and distribute as you wish.

©Janelle Barlow. December 2022

When Your Customers Complain, Give Up Your Need to be Right 

I had an experience in a hotel that emphasized, yet again, how we can learn a great deal about customer service simply by observing what happens around us. This experience was a minor example, but it made me look carefully at how the strong human need to be "right" can result in something less than excellent customer service...

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© Janelle Barlow, Ph.D.  December, 2021

Managers Don’t Always Know Why Their Customers Leave.

All Rights Reserved. Feel free to download the PDF file and reprint and distribute as you wish.

 

All rights reserved. Feel free to download the PDF file and distribute as you wish.

©Janelle Barlow. November 2022

Complaints: Separating Myths from Reality

For almost three decades, I have been studying complaint handling as it is practiced around the world. I frequently hear that complaint handling (or claims as they are sometimes called) by service providers is highly dependent upon cultural and local differences...

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© Janelle Barlow, Ph.D.  December, 2021

Managers Don’t Always Know Why Their Customers Leave.

All Rights Reserved. Feel free to download the PDF file and reprint and distribute as you wish.

 

All rights reserved. Feel free to download the PDF file and distribute as you wish.

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