Janelle Barlow
AUTHOR

Janelle Barlow

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About Janelle Barlow, PhD

With a Ph.D. earned at the University of California, Berkeley, Janelle’s academic interests range from International Relations, Political Science, Psychology, and Education. She knows how to conduct statistical research studies. However, her career interests mainly include translating the research conclusions reached by well-known academic and commercial research institutions into practical tools for Customer Service Representatives, managers, and indeed, the entire company. She firmly believes that external customer service—and complaint handling—are only as good as internal customer service and complaint handling.

And she has the tools to improve both customer service and complaint handling. Her emphasis is on complaint handling with the release of the Third Edition of A Complaint Is a Gift and the co-authored First Edition of A Complaint Is a Gift, Workbook, 101 Activities, Exercises, and Tools to Learn from Critical Feedback and Recover Customer Loyalty.

She has managed teams of trainers working company-wide with such organizations as Viking Ocean Cruises, and Viking River Cruises, Desert Diamond Entertainment Industries, Isle of Capri Casinos, AT&T Wireless Call Centers, Mandarin Oriental Hotels, Mars Candy, Our Lucaya, Bahamas, Sun Communities, Unisys, US House of Representatives, ARAMARK Business Services, Blue Chip Casino, Butterfield Bank Bermuda, Smart Telephone Philippines, Bermuda, Megafon, Moscow, Life Bank, Moscow, Jumer’s, Caterpillar, Unisys, and Royal Plaza, Singapore.
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