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The Abusive Customer: Breaking the Silence Around Customersâ Aggressive Behavior

Name: The Abusive Customer: Breaking the Silence Around Customersâ Aggressive Behavior | PLR Database
Price: 31.78 USD
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Amazon.com Price: $31.78 (as of 11/11/2024 02:33 PST- Details)

Product prices and availability are accurate as of the date/time indicated and are subject to change. Any price and availability information displayed on [relevant Amazon Site(s), as applicable] at the time of purchase will apply to the purchase of this product.

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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. Nowadays, more than half of the world’s population is employed within the service sector. This fundamental economic shift is accompanied by heightened attention to customer service and the ‘customer is at all times right’ paradigm. But if customers act aggressively, everyone pays a price: frontline employees, their families, their companies, or even the abusive customers themselves. Unlike breezier titles at the subject, this book is based in academic research—exploring the ‘why?’ and ‘when?’ in the back of abusive behavior—that underpins its practical approach, illustrated with real-world stories from professionals at 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 very important resource as a part of their efforts to stop aggressive customer behavior, and beef up employee morale, job satisfaction, and engagement.

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Author	Ivaylo Yorgov

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