Abusive Customer
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€44.99
A01=Ivaylo Yorgov
Abusive
Abusive Customers
Age Group_Uncategorized
Age Group_Uncategorized
Aggression
Anti-virus Software
Author_Ivaylo Yorgov
automatic-update
Call Center Personnel
Category1=Non-Fiction
Category=JMA
Category=JMJ
Category=KC
Category=KJMV2
Category=KJS
Category=KNP
Category=KNS
COP=United Kingdom
Customer
Customer Abuse
Customer Aggression
Customer Deviant Behaviors
Customer Experience
Customer Misbehavior
Customer Mistreatment
customer service training
Deep Acting
Delivery_Delivery within 10-20 working days
Dysfunctional Customer Behavior
Emotional Dissonance
Emotional Exhaustion
emotional labor research
Employee Engagement
employee mental health
Employees
eq_bestseller
eq_business-finance-law
eq_isMigrated=2
eq_nobargain
eq_non-fiction
eq_society-politics
Great Customer Experiences
High Involvement Services
Hotel Receptionists
Language_English
managing customer aggression in retail
Managing Customer Experience
organizational policy development
Poor Customer Experience
Post-sales Service
Price_€20 to €50
Service
Service Recovery
service recovery models
softlaunch
Super Critical
Vice Versa
Workplace Aggression
workplace violence prevention
Young Man
Product details
- ISBN 9781032515007
- Weight: 140g
- Dimensions: 152 x 229mm
- Publication Date: 18 Aug 2023
- Publisher: Taylor & Francis Ltd
- Publication City/Country: GB
- Product Form: Paperback
- Language: English
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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. 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.
Ivaylo Yorgov is a customer experience and analytics leader with over 15 years of experience in the domain, integrating business and academic research to offer evidence-based insights to his clients. He is the author of The New Customer Experience Management (Routledge/Taylor and Francis), which urges companies to evolve to a new mode of working with their customers: proactively supporting customers to create more value after the purchase, and offers examples, recommendations, and a roadmap for achieving this. Ivaylo is currently the Managing Director of a customer analytics company (GemSeek), overseeing its customer success teams.
