A COMPLAINT IS A GIFT BLOGS
We regularly post blogs that you are welcome to duplicate.
You can reprint or send the PDF file to your teams to use for team discussions.

— ©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. 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. 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. 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. 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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