The abusive customer : breaking the silence around customers' aggressive behavior

The abusive customer breaking the silence around customers' aggressive behavior

"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...

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Bibliographic Details
Other Authors: Yorgov, Ivaylo, author (author)
Format: eBook
Language:Inglés
Published: New York, NY : Routledge [2024]
Edition:1st
Subjects:
Consumer behavior.
Customer relations.
Aggressiveness.
See on Biblioteca Universitat Ramon Llull:https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009869092206719
Table of Contents:
  • Cover
  • Half Title
  • Title Page
  • Copyright Page
  • Table of Contents
  • Introduction
  • 1 What is Customer Abuse and How Many Fall Victim to It?
  • 2 Customer Abuse Hurts Employees
  • 3 Customer Abuse Hurts Companies
  • 4 When and Why Customers Act Abusively?
  • 5 How to Prevent Customer Abuse?
  • 6 How to Handle Abusive Customers?
  • 7 How to Mitigate the Damage from Customer Abuse?
  • 8 Recap
  • Index.

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