Janelle Barlow, Ph.D.

Janelle Barlow, Ph.D.

Janelle Barlow, Ph.D. 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).


Janelle Barlow, Ph.D. is an opinion columnist for the CEOWORLD magazine. Connect with her through LinkedIn. For more information, visit the author’s website.
Janelle Barlow, Ph.D.
CEO Insider

Actually, We Should Want to Hear Customer Complaints

If businesses are genuinely interested in developing a customer-centric culture, heightening customer care, and providing outstanding customer service, then how they treat customers when they complain is core.    Yet in a 2020 National Customer Rage Study, researchers reported that, when complaining, 58 percent of customers got no or limited satisfaction due...