Customer Service Handling Abusive Customers
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Customer Service Handling Abusive Customers
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Author :
language : en
Publisher:
Release Date : 2018
Customer Service Handling Abusive Customers written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.
Customer Service Handling Abusive Customers
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Author : David Brownlee
language : en
Publisher:
Release Date : 2018
Customer Service Handling Abusive Customers written by David Brownlee and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018 with categories.
The Abusive Customer
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Author : Ivaylo Yorgov
language : en
Publisher: Taylor & Francis
Release Date : 2023-08-18
The Abusive Customer written by Ivaylo Yorgov and has been published by Taylor & Francis this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-08-18 with Business & Economics categories.
Breaking the silence around an all-too-common problem, this book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict. Today, more than half of the world’s population is employed in the service sector. This fundamental economic shift is accompanied by heightened attention to customer service and the ‘customer is always right’ paradigm. But when customers act aggressively, everyone pays a price: frontline employees, their families, their companies, and even the abusive customers themselves. Unlike breezier titles on the subject, this book is based in academic research—exploring the ‘why?’ and ‘when?’ behind abusive behavior—that underpins its practical approach, illustrated with real-world stories from professionals on the front lines of customer service. The book’s useful tools include a sample anti-customer abuse policy and management process, a cheat sheet of practices that work for handling its consequences, a summary of effective service recovery processes and practices, and abuse-handling training list and curriculum templates. Managers and workers in customer-facing roles, in industries such as retail, hospitality, tourism, banking, and contact centers, will welcome this essential resource as part of their efforts to stop aggressive customer behavior, and improve employee morale, job satisfaction, and engagement.
The Abusive Customer
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Author : Ivaylo Yorgov
language : en
Publisher: Routledge
Release Date : 2023-08-18
The Abusive Customer written by Ivaylo Yorgov and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-08-18 with categories.
This book offers insights into the triggers of customer aggression against service employees, explores its consequences, and provides practical advice for handling abusive customers and mitigating the damage they inflict.
Dealing With Difficult Customers A Complete Guide To Handling Angry Demanding And Difficult Customers Using The N E W Model For Exceptional Service
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Author : Gerard Assey
language : en
Publisher: Gerard Assey
Release Date : 2024-07-04
Dealing With Difficult Customers A Complete Guide To Handling Angry Demanding And Difficult Customers Using The N E W Model For Exceptional Service written by Gerard Assey and has been published by Gerard Assey this book supported file pdf, txt, epub, kindle and other format this book has been release on 2024-07-04 with Business & Economics categories.
‘Dealing with Difficult Customers- A Complete Guide to Handling Angry, Demanding, and Difficult Customers Using the N.E.W. Model for Exceptional Service’ is so comprehensive that it equips professionals at all levels with the essential skills to navigate and excel in challenging customer interactions. Grounded in practicality and empathy, this book explores the psychology behind customer behaviors, offering insights into emotional and rational triggers that drive difficult interactions. It categorizes and provides detailed strategies for handling various types of difficult customers—from the High Roller to the Constant Critic and beyond—using proven techniques like the N.E.W. Model (Navigate, Empathize, Win). With a focus on fostering service excellence and building lasting customer relationships, each chapter offers actionable advice, real-world examples, and scenario-based exercises. From managing personal emotions and defusing conflicts to implementing effective follow-up strategies, this book empowers readers to transform customer challenges into opportunities for growth and loyalty. Whether you're in customer service, management, or entrepreneurship, this book is your indispensable companion to mastering the art of exceptional customer care.
Handling Angry And Hostile Customers
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Author : Timothy F. Bednarz
language : en
Publisher:
Release Date : 2011-04-11
Handling Angry And Hostile Customers written by Timothy F. Bednarz and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-04-11 with Anger categories.
Handling Angry & Hostile Customers is a training guide that features eight training lessons, each presenting a unique concept, questions to facilitate comprehension and action plans to transfer learning to the working environment.
Customer Service For Dummies
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Author : Karen Leland
language : en
Publisher: John Wiley & Sons
Release Date : 2011-03-03
Customer Service For Dummies written by Karen Leland and has been published by John Wiley & Sons this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-03-03 with Business & Economics categories.
Customer Service For Dummies, Third Edition integrates the unbeatable information from Customer Service For Dummies and Online Customer Service For Dummies to form an all-in-one guide to customer loyalty for large and small businesses alike. The book covers the fundamentals of service selling and presents up-to-date advice on such fundamentals as help desks, call centers, and IT departments. Plus, it shows readers how to take stock of their customer service strengths and weaknesses, create useful customer surveys, and learn from the successes and failures of businesses just like theirs. Karen Leland and Keith Bailey (Sausalito, CA) are cofounders of Sterling Consulting Group, an international consulting firm specializing in quality service consulting and training for such clients as Oracle, IBM, Avis, and Lucent.
Exceptional Customer Service
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Author :
language : en
Publisher:
Release Date : 2000
Exceptional Customer Service written by and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2000 with Business & Economics categories.
The Compassionate Geek
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Author : Don R. Crawley
language : en
Publisher: Soundtraining Net
Release Date : 2011-05-05
The Compassionate Geek written by Don R. Crawley and has been published by Soundtraining Net this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-05-05 with Computer industry categories.
Note: There is a newer version of this book available. Please look up ISBN 978-0983660736. A real-world, plain-language how-to guide for delivering amazing customer service to end-users. Now in its second edition, The Compassionate Geek was written by tech people for tech people. There are no frills, just best practices and ideas that actually work! Filled with practical tips, best practices, and real-world techniques, The Compassionate Geek is a quick read with equally fast results. Here's what you'll find: Best practices for communicating with email, including examples The four intrinsic qualities of great service providers Best practices for communicating using chat and texting Ten tips for being a good listener Two practical ways to keep your emotions in check A flow chart for handling user calls What to do when the user is wrong How to work with the different generations in the workplace All of the information is presented in a straightforward style that you can understand and use right away. There's nothing "foo-foo," just down-to-earth tips and best practices learned from years of working with IT pros and end-users.
The Customer Service Survival Kit
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Author : Richard Gallagher
language : en
Publisher: AMACOM
Release Date : 2013-03-20
The Customer Service Survival Kit written by Richard Gallagher and has been published by AMACOM this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-03-20 with Business & Economics categories.
Issues with customers can send even the most seasoned service professionals into red alert. Discover how to effectively communicate your way out of any difficult spot. By providing clear techniques, behavioral science insights, case studies, situation-specific advice, and actionable practice exercises, workplace communication expert Richard Gallagher has created a resource that can help anyone master the delicate art of communication. In The?Customer Service Survival Kit, you’ll find tangible tips and tricks to help you discover: how to lean into criticism, how to avoid trigger phrases that can make bad situations worse, the secret to helping people feel heard, how to safely deliver bad news, and how to become immune to intimidation--among many other skills. The Customer Service Survival Kit recognizes that the worst customer situations demand more of front-line employees than good intentions and the right attitude. With the help of these valuable insights, lessons, and indispensable problem-solving tools, your organization holds the key to radically improving its customer service reputation.