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.
“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.”
“Engage with the customers in such a way that they don’t only have their complaints resolved, but they walk away feeling connected to you because you took care of them.”
“When you have the mindset that a complaint, or any kind of feedback, is a gift, you let go of the feelings of hostility and move into a space where customers feel more connected.”
“What customers really want is to be heard. When customers know they are being listened to, they will feel more satisfied and move from frustration to satisfaction.”
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.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
Sign up for instant access to Shep’s research report on customer service and customer experience.
"*" indicates required fields
© 2025 Shepard Presentations, LLC. All Rights Reserved.
Legal Information | Sitemap Legap
Site by: digitalONDA