The Customer Whisperer
Turning Complaints into Compliments with a Wave of Your Wand
Foreword by
Loral Langemeier
New York Times Bestselling Author
The Customer Whisperer
Turning Complaints into Compliments with a Wave of Your Wand
Award Winning Author
Joan Johnston
New York Times Best Selling Author
Raymond Aaron
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The Customer Whisperer
Turning Complaints into Compliments with a Wave of Your Wand
If you’ve ever struggled with constant customer complaints, low team morale, or high staff turnover, you’re not alone. These challenges cost organizations money, energy, and reputation. I wrote The Customer Whisperer to give leaders, managers, and staff in customer-facing roles a practical guide to solve these problems. With my 50 years of experience in public service, I’ve seen first-hand how effective strategies can turn complaints into opportunities and build happier workplaces.
This book is about more than just fixing customer issues. It’s about creating a culture of care where both customers and employees feel valued. I share proven tools to handle even the toughest complaints with empathy and confidence while improving staff engagement and preventing burnout. Whether you’re in business, government, or education, these strategies are designed to work in real-world environments and drive real results.
The Customer Whisperer is not a book filled with fluff or theories. It’s a hands-on guide packed with actionable steps to help you reduce complaints, keep your staff motivated, and build long-term customer loyalty. If you’re ready to create happier customers, stronger teams, and lasting organizational success, this book will show you how to do it.
- I know what it feels like to think, “If I don’t fix this now, the complaints and team burnout will only get worse.” This book will give you the tools to take control and make real change.
- If you’re feeling stuck, like nothing is working, this book will give you practical steps to bring back energy and confidence to your team.
- “We can’t keep losing employees like this.” With this book, I’ll show you how to stop the turnover cycle and rebuild trust within your team.
- If you’re constantly scrambling to deal with complaints, this book will teach you how to create systems that make everything run smoother.
- “Customers are frustrated, and staff feel unsupported.” I’ll help you fix both with simple, proven strategies that make a real difference.
- You’ve probably seen competitors thriving with better customer service strategies. Don’t get left behind—this book will help you stay competitive and build lasting success.
About The Author
Joan Johnston
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I’m Joan Johnston, and my journey in customer service has been shaped by over 50 years of real-world experience. I’ve spent decades on the frontlines of Public Service, working with individuals, teams, and organizations to navigate some of the most challenging customer service issues. Throughout my career, I’ve directly served more than 100,000 customers, led transformative service models, and helped countless teams rebuild morale and improve performance. I’ve seen what works, what doesn’t, and how small changes can create massive impact.
My passion for helping others comes from my own life experiences. Growing up, I faced discrimination and exclusion, and those moments taught me the importance of truly seeing and valuing people. That empathy became the heart of my professional approach. Whether it’s helping a frustrated customer or uplifting a team that’s feeling defeated, I focus on creating a culture of care and connection. I believe every complaint is an opportunity to build trust and create something better—for customers, teams, and organizations alike.
Over the years, I’ve been honored to receive 10 awards for excellence in Customer Service, Leadership, Team Building, Diversity & Inclusion, and Innovation. But what I’m most proud of is the impact my work has had on the people I’ve worked with—helping leaders like you turn challenges into opportunities, and complaints into compliments. If you’re ready to create lasting change in your organization, I’d be honored to help guide you on that journey.
- 50+ years of experience in Public Service and Human Services, with 25 years in leadership roles.
- Personally served over 100,000 customers across various sectors.
- Led award-winning service transformation projects that improved team morale and customer satisfaction.
- Won 10 prestigious awards for Customer Service, Leadership, Diversity & Inclusion, and Innovation.
- Helped organizations reduce complaints, lower turnover, and save costs with proven strategies.
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Raymond Aaron
Raymond Aaron is a New York Times Bestselling Author, indeed he has written and published 147 books. He was filmed for the movie The Secret and counts amongst his friends practically every star of that blockbuster movie. He is the only person ever to have been accepted into both the For Dummies series of books and also the Chicken Soup for the Soul series as well. He is a proud Dad of two daughters and two granddaughters. He lives with his soulmate wife and adorable cat in a luxury log cabin way out in the wilderness.
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What's In The Book
Chapter 1: Understanding Your Customer
Your customers are more than just complaints—they’re people with needs, frustrations, and expectations. In this chapter, I’ll show you how to uncover what truly drives their behavior, so you can deliver personalized, impactful service that leaves them feeling valued and loyal, every single time.
Chapter 2: The Magic of Listening
Active listening is the most powerful tool in customer service. This chapter teaches you how to defuse tense situations, build trust, and uncover the real reasons behind complaints, ensuring every customer feels heard and respected. You’ll turn every interaction into an opportunity for trust and loyalty.
Chapter 3: Building the Right Mindset
Complaints can feel overwhelming, but they’re actually opportunities for growth. This chapter helps you develop a positive, solution-oriented mindset so you can face challenges with confidence and turn frustrations into breakthroughs that improve customer satisfaction and build stronger teams. Your mindset determines how you shape every customer’s experience.
Chapter 4: Understanding the Complaint
Every complaint has a deeper cause. Here, I’ll teach you how to recognize the hidden issues behind customer dissatisfaction and solve them effectively, creating faster resolutions and happier customers. You’ll learn to go beyond surface-level complaints to address what really matters and strengthen customer trust.
Chapter 5: Crafting the Perfect Response
Words matter. This chapter equips you with clear, compassionate communication skills that build trust, prevent misunderstandings, and ensure every interaction leaves your customers feeling respected and understood. With actionable techniques for verbal and non-verbal communication, you’ll gain the confidence to resolve issues with precision and care.
Chapter 6: Empathy and Effective Communication Superpowers
Empathy is your secret weapon in customer service. Learn how to combine empathy with powerful communication techniques to handle even the toughest situations, leaving customers satisfied and appreciative. This chapter shows how empathy builds trust, defuses frustration, and strengthens connections with every customer.
Chapter 7: Turning Anger into Appreciation
Angry customers don’t have to stay angry. This chapter gives you the tools to defuse hostility, resolve complaints with ease, and turn frustration into gratitude, creating positive outcomes from every interaction. With practical strategies, you’ll transform even the angriest situations into moments of growth.
Chapter 8: Diversity and Inclusion
Serving diverse customers is more than a checkbox—it’s about understanding and respecting everyone’s unique needs. This chapter shows you how to create an inclusive environment that fosters loyalty and ensures everyone feels welcome. You’ll learn actionable ways to make your service accessible and equitable for all.
Chapter 9: Leading and Building a Customer-Centric Culture
Customer service starts at the top. This chapter teaches you how to lead by example, empower your team, and build a culture of care where customer satisfaction drives long-term success. With these leadership strategies, you’ll inspire teams to make customers their priority every single day.
Chapter 10: Maintaining and Sustaining Excellence
Good service isn’t a one-time effort—it’s a commitment. Learn how to embed service excellence into your organization, ensuring continuous improvement and success that lasts well into the future. This chapter gives you practical tips to keep your standards high while staying adaptable.
Testimonials
Joan Johnston is a true leader in customer service, combining transformative insights with actionable strategies. Her ability to turn challenges into opportunities sets her apart, making this book a must-read for anyone seeking to master effective and meaningful service.
Raymond Aaron
NY Times Best Selling Author
As the founder of Integrated Wealth Systems and a New York Times bestselling author, I have read countless books on personal and professional development. The Customer Whisperer: Turning Complaints into Compliments with a Wave of Your Wand by Joan Johnston stands out as truly exceptional. This captivating book is a must read if you are seeking to elevate your customer service skills.
Loral Langemeier
The Millionaire Maker
Over the past two decades, I have consistently admired Joan's exceptional approach to customer service. Her methods are both empathetic and efficient, ensuring every client feels heard, valued, and supported. Her unwavering dedication to excellence is a hallmark of her work, leaving a lasting positive impression on everyone she serves.
Robert Rotondo
Real Estate Broker
The author’s support-driven leadership and deep insight into customer-centric service excellence make this book a powerful guide. With practical strategies and thoughtful inspiration, it’s a must-read for anyone looking to enhance stakeholder relationships and elevate service delivery.
Desreen Bennett
Entrepreneur
Joan Johnston is an extraordinary expert in customer service! During our conversation, she encouraged me, validated my expertise, and reminded me of the value I bring to my work.
Jana Marie Toutolmin
The Catalyst Academy
Joan’s book is an essential resource for any professional seeking practical, innovative solutions to enhance customer service and achieve tangible results.
Raymond Volney
Paradise Properties, St. Lucia Real Estate
The Customer Whisperer” offers actionable insights and strategies that have already improved my team’s customer satisfaction. It’s a must‐read for any business leader seeking to build loyal customer relationships.
Anne Marie Tomlinson
DANIER Leather Retiree & YMCA Volunteer
Joan’s exceptional attention to detail and unwavering professionalism make her stand out in all she does. She embodies the principle that “how you do anything is how you do everything.
Colin Keddy
Director of Family Office,
TAAG Wealth Management
Joan Johnston exemplifies prolific thinking, allyship, and emotional intelligence in the field of customer service. Her insights and expertise make her a true champion and the ideal author to share such an important message—one that deserves to be read and revisited time and time again. It is a privilege to have witnessed Joan’s remarkable talents, and I can confidently say that this book is a true gem.
Ramzan Khadim
3-time Award Winning Horticulturist
Joan Johnston has been my coach, mentor, manager, and trusted friend for many years.
"One of the most valuable lessons Joan taught me is that exceptional service goes beyond treating people how I want to be treated; it’s about understanding and treating people how they want to be treated. Every individual has unique needs and recognizing this has transformed how I approach both work and life.
Caroline Furgiuele
Customer Service Professional and Advocate
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