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Jannelle Barlow

Jannelle Barlow, Ph.D.
Janelle Barlow, PhD, is an award-winning speaker, trainer, consultant and author who translates research into practical tools to improve customer service and complaint handling. She works with Customer Service Representatives, managers, and entire companies, both nationally and internationally, to help them recover and retain customer loyalty. She has recently released the third edition of her bestseller (more than 275,000 copies sold to date), A Complaint Is a Gift: How to Learn from Critical Feedback and Recover Customer Loyalty (BK Publishing, Nov.8, 2022). Learn more at AComplaintIsAGift.

How to Move Customers from Frustration to Satisfaction

It’s more severe than you probably think. The 2020 National Customer Rage Survey found that, when complaining, 58 percent of customers got no or...

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