The Abusive Customer
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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.
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.
Defusing Hostile Customers Workbook
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 1998
Defusing Hostile Customers Workbook written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 1998 with Civil service categories.
If It Wasn T For The Customers I D Really Like This Job
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Author : Robert Bacal
language : en
Publisher: Bacal & Associates
Release Date : 2011-02-28
If It Wasn T For The Customers I D Really Like This Job written by Robert Bacal and has been published by Bacal & Associates this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-02-28 with Business & Economics categories.
Bacal provides a practical guide to dealing with nasty, hostile, angry, and even abusive customers. He gives you the skills and confidence to deal with the most troublesome of customers.
The Verbally Abusive Man Can He Change
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Author : Patricia Evans
language : en
Publisher: Simon and Schuster
Release Date : 2006-10
The Verbally Abusive Man Can He Change written by Patricia Evans and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-10 with Family & Relationships categories.
Practical applications and the latest clinical research are combined with the trademark support and assurance of the author in this guide that provides victims of verbal abuse the tools they need to transform their relationships. Original. 75,000 first printing.
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 Price Of Loyalty
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Author : L. W. Beck
language : en
Publisher:
Release Date : 2017-03-31
The Price Of Loyalty written by L. W. Beck and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2017-03-31 with categories.
An inside look at Customer of Cellular service that tout that they are a "Loyal" Customer. These Customers threaten and abuse the Customer Service Agents they come in touch with. We look at the responsibility of the Customers. The loss of family values, the dangers of driving while talking and texting. Commercial Wars between all the Cellular Carriers and other tidbits of information. The pressures of the Customer Service Agent (CSA) to perform. There are many subject matters in this book, that quite honestly are informative. All the stories in this book are true, though confidential information on these customers has been protected. I hope you laugh, if you are that abusive customer I hope that your views on your behavior will change after reading this book
Emotional Labor In Work With Patients And Clients
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Author : Dorota Żołnierczyk-Zreda
language : en
Publisher: CRC Press
Release Date : 2020-08-11
Emotional Labor In Work With Patients And Clients written by Dorota Żołnierczyk-Zreda and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-08-11 with Medical categories.
This book describes psychosocial working conditions that negatively impact the mental and physical well-being of employees of various “assistance-related” professional groups, as well as individuals whose work is related to contact with demanding clients. It offers concepts and research on the causes and effects of emotional burden (most often manifested as stress and burnout) when working with patients, children, and clients. The book provides a detailed analysis of various aspects of emotional burden at work. It includes a description of studies carried out in 5 different professional groups that were exposed to emotional burden during emotional work and emotional labour. The book discusses the application of known and international diagnostic methods and provides an intercultural comparison. The current diagnosis of stress and burnout, as well as physical and mental health of individuals performing emotional work will be covered, as well as offering practical solutions on assistance for individuals based on the diagnosis of their health. This book is for any professional or aspiring professional in the field, including postgraduate students. Scientists and practitioners in the field of work and health psychology, management, occupational health and safety, and HR will find this book of interest. Employers of assistance and services sectors, authorities formulating employment laws, lawyers, and occupational medicine physicians are also among this book’s top audience.