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: 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: 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Note: There is a newer version of this book available.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: 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: Christopher Mark Murphy
Publisher: Guilford Press
ISBN: 159385207X
Category : Psychology
Languages : en
Pages : 305
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Book Description
Detailing the first one-on-one cognitive-behavioral treatment approach for this highly challenging population, this resource provides a straightforward rationale and clear guidelines for implementing the authors' flexible four-phase model.
Author: Robert Bacal
Publisher: Bacal & Associates
ISBN: 1452803803
Category : Business & Economics
Languages : en
Pages : 191
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Book Description
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.
Author: Eliana Gil
Publisher: Dell
ISBN: 0307422453
Category : Self-Help
Languages : en
Pages : 96
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Book Description
“Anyone who had a troubled childhood ought to read this book.”—Anne H. Cohn, D.P.H., Executive Director, National Committee for Prevention of Child Abuse Do you have trouble finding friends, lovers, acquaintances? Once you find them, do they dump on you, take advantage of you, or leave? Are you in a relationship you know isn't good for you? Are you still trying to figure out what you want to do when you grow up? Are you drinking too much, eating too much or trying to numb your pain with drugs of any kind? These are just a few of the problems abused children experience when they become adults. You may not realize you were abused. You may think your parents didn't mean it, didn't know better, or that others had it much worse. You may not even have made the connection between the past and your current problems. Outgrowing the Pain is an important book for any adult who was abused or neglected in childhood. It's an important book for professionals who help others. It's a book of questions that can pinpoint and illuminate destructive patterns. The answers you discover can lead to a life filled with new insight, hope, and love. “The best book available to help survivors cope and understand.”—Dan Sexton, Director, Childhelp's National Abuse Hotline “An invaluable aid for adult survivors of child abuse.”—Suzanne M. Sgroi, M.D., Executive Director, New England Clinical Associates
Author: Alison Green
Publisher: Ballantine Books
ISBN: 0399181822
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
From the creator of the popular website Ask a Manager and New York’s work-advice columnist comes a witty, practical guide to 200 difficult professional conversations—featuring all-new advice! There’s a reason Alison Green has been called “the Dear Abby of the work world.” Ten years as a workplace-advice columnist have taught her that people avoid awkward conversations in the office because they simply don’t know what to say. Thankfully, Green does—and in this incredibly helpful book, she tackles the tough discussions you may need to have during your career. You’ll learn what to say when • coworkers push their work on you—then take credit for it • you accidentally trash-talk someone in an email then hit “reply all” • you’re being micromanaged—or not being managed at all • you catch a colleague in a lie • your boss seems unhappy with your work • your cubemate’s loud speakerphone is making you homicidal • you got drunk at the holiday party Praise for Ask a Manager “A must-read for anyone who works . . . [Alison Green’s] advice boils down to the idea that you should be professional (even when others are not) and that communicating in a straightforward manner with candor and kindness will get you far, no matter where you work.”—Booklist (starred review) “The author’s friendly, warm, no-nonsense writing is a pleasure to read, and her advice can be widely applied to relationships in all areas of readers’ lives. Ideal for anyone new to the job market or new to management, or anyone hoping to improve their work experience.”—Library Journal (starred review) “I am a huge fan of Alison Green’s Ask a Manager column. This book is even better. It teaches us how to deal with many of the most vexing big and little problems in our workplaces—and to do so with grace, confidence, and a sense of humor.”—Robert Sutton, Stanford professor and author of The No Asshole Rule and The Asshole Survival Guide “Ask a Manager is the ultimate playbook for navigating the traditional workforce in a diplomatic but firm way.”—Erin Lowry, author of Broke Millennial: Stop Scraping By and Get Your Financial Life Together
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.
