Episode: The Gift of a Complaint with Janelle Barlow
The Gift of a Complaint with Janelle Barlow
December 1, 2022
Have you ever received a complaint from a client? Were you able to turn a client’s negative experience into something positive for growth? In this episode, Janelle Barlow joins Tom to discuss how we build systems that can grow from complaints to ensure that clients receive the ultimate service experience.
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00:00 – Intro
02:13 – Why is a complaint a gift?
06:09 – What types of questions can we ask to understand the client’s true complaint?
12:07 – Hating the idea of “being sorry”. 15:18– Are complaints an invitation to anything good?
Looking for more on Janelle Barlow?
Book: “A Complaint is a Gift”
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