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Author: Ivaylo Yorgov
Publisher: Taylor & Francis
ISBN: 1000932834
Category : Business & Economics
Languages : en
Pages : 224
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Book Description
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.
Author: Ivaylo Yorgov
Publisher: Taylor & Francis
ISBN: 1000932834
Category : Business & Economics
Languages : en
Pages : 224
Get Book
Book Description
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.
Author: Don R. Crawley
Publisher: Soundtraining Net
ISBN: 9780983660705
Category : Computer industry
Languages : en
Pages : 164
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Book Description
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.
Author: Ivaylo Yorgov
Publisher: Routledge
ISBN: 9781032515069
Category :
Languages : en
Pages : 0
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Book Description
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.
Author: Ginny NiCarthy
Publisher: Seal Press
ISBN: 1580055176
Category : Self-Help
Languages : en
Pages : 464
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Book Description
Since its original publication in 1982, Getting Free has changed the lives of tens of thousands of women. Written in an accessible style, packed with practical information and answers, special exercises designed to help a woman recognize abuse, and several success stories, Getting Free remains an important resource today—and this updated edition makes it an all the more relevant resource. In this expanded edition, Ginny NiCarthy features important new information from the latest studies and most recent research on the subject. New chapters include an analysis of whether batterers’ treatment really works, which programs help violent men change, and which do not; the results of research on the ways that many men who batter also abuse their children, and specific reactions of children to battering; the cultural and legal issues relevant to immigrant women; and a presentation of how religious beliefs and religious communities affect the real and perceived choices of women facing violence.
Author: Charlie Donaldson
Publisher: Simon and Schuster
ISBN: 1592859631
Category : Self-Help
Languages : en
Pages : 224
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Book Description
A first-ever how-to book to help abusive men change their behavior by changing their thinking. End the cycle of abuse - for good. Authors Charlie Donaldson, Randy Flood and Elaine Eldridge uncover a proven action plan that violent men can use to change their behavior. Filled with insightful questionnaires and actual case histories, the essential how-to book Stop Hurting the Woman You Love, will help end abusive patterns in favor of healthier, happier relationships.
Author: Susan Murphy-Milano
Publisher: Dog Ear Publishing
ISBN: 1608443604
Category : Family violence
Languages : en
Pages : 226
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Book Description
Today there are more than five million women and their children are living in a violentrelationship, and this number is increasing as new technology from tracking devices on cell phonesto computer technology allow an abuser to track its' victims every move. Domestic violence and stalking related crimes are being dismissed in a flurry of shuffled divorcedocuments and court orders of protection. You cannot plead with an abuser and walk away frompotentially life threatening situations if you are unable to learn the steps necessary to protect yourself. In this straight forward, clearly written guidebook, veteran violence safety expert Susan MurphyMilano provides victims the tools and support they require to face this debilitating problem andtake the necessary steps to regain control of their lives. Victims and those going through divorce now are able to provide information, in their own words, about the fears, dangers, experiences they have had at the hands of their abuser. Like our own individual fingerprints, no two crimes against a victim are the same. An abuser isclever like a fox and this book will teach you the techniques to be ten steps ahead before a threatagainst your life can be carried out against you or your children. With the Evidentiary Abuse affidavit provided in this book a victim will be able to provide legaldocumentation and answers, allegations and fears that arise when a person has disappeared whenthey announce the relationship is ending, gone missing or have been found dead. You will be ableto properly document and describe: -Threats made against your life or well being, -Incidents of past abuse that a victim had endured -Admissions of how a threat will be carried out against a victim once they announce they are leaving or filing for a divorce -Where evidence or weapons would or could be located -Portray visible injuries or marks -Determine how to begin and continue through the complex maze a victim faces with policeand prosecutors-How to leave a Perpetrator-How to collect evidence "on the fly" How to begin and continue on the road to safety using a virtual toolbox of techniques How family and friends can be crucial in this process Using the creative approaches developed in this ground breaking guide book by Susan Murphy-Milano will take the victims from the State of being controlled to the "State of being in control." Susan is the author of Defending Our Lives, Getting From Domestic Violence and Staying Safeand Moving Out Moving On when a Relationship Goes Wrong Workbook. "There is nothing like this out there. The reason this book is so valuable is that it's the first book to provide step-by step procedures and structure to protect everyone from dangerous and abusive relationships" -Rev. Jennifer Burns Lewis, Pastor
Author: Lesley Wright
Publisher:
ISBN: 9780684817941
Category : Creative ability in business
Languages : en
Pages : 262
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Book Description
Corporate abuse is a dehumanizing attitude built into the policies, structures and operations of a business. This text explains how this attitude is a natural outcome of the transition from a manufacturing to an information-based economy.
Author: Patricia Evans
Publisher: Simon and Schuster
ISBN: 1593376537
Category : Family & Relationships
Languages : en
Pages : 288
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Book Description
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.
Author: Lundy Bancroft
Publisher: Penguin
ISBN: 9780425191651
Category : Family & Relationships
Languages : en
Pages : 436
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Book Description
In this groundbreaking bestseller, Lundy Bancroft—a counselor who specializes in working with abusive men—uses his knowledge about how abusers think to help women recognize when they are being controlled or devalued, and to find ways to get free of an abusive relationship. He says he loves you. So...why does he do that? You’ve asked yourself this question again and again. Now you have the chance to see inside the minds of angry and controlling men—and change your life. In Why Does He Do That? you will learn about: • The early warning signs of abuse • The nature of abusive thinking • Myths about abusers • Ten abusive personality types • The role of drugs and alcohol • What you can fix, and what you can’t • And how to get out of an abusive relationship safely “This is without a doubt the most informative and useful book yet written on the subject of abusive men. Women who are armed with the insights found in these pages will be on the road to recovering control of their lives.”—Jay G. Silverman, Ph.D., Director, Violence Prevention Programs, Harvard School of Public Health
Author: Ellen L. Bowen
Publisher: Routledge
ISBN: 1136867236
Category : Psychology
Languages : en
Pages : 185
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Book Description
Most therapists have experience with wives, girlfriends, and children of violent men, never suspecting that domestic violence offenders can be women too. In Domestic Violence Treatment for Abusive Women, Bowen challenges us to re-think our gender and violence constructs and guides clinicians through the emerging field of treatment of female abusers. Unlike other books designed for male clients that may be adapted to women, this book is specifically written for use with women, with handouts and exercises created from the author’s own clinical experience. It is deliberately designed to give clinicians knowledge to deal with all aspects of female domestic violence, from dealing with their first client to filling out paperwork correctly. The first part of the book is dedicated to defining female violence and helping readers overcome pre-existing gender stereotypes. The second part provides a framework for everything a therapist needs in order to set up and facilitate a domestic violence treatment program for women. As a whole, Domestic Violence Treatment for Abusive Women helps the licensed mental health professional understand women’s domestic violence and offers step-by-step direction for successful therapy.
