The Abusive Customer

Author : Ivaylo Yorgov
Publisher : Taylor & Francis
ISBN 13 : 1000932834
Total Pages : 224 pages
Book Rating : 4.36/5 ( download)

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Download or read book The Abusive Customer written by Ivaylo Yorgov and published by Taylor & Francis. This book was released on 2023-08-18 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 13 : 9781032515069
Total Pages : 0 pages
Book Rating : 4.66/5 ( download)

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Download or read book The Abusive Customer written by Ivaylo Yorgov and published by Routledge. This book was released on 2023-08-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 13 : 9780983660705
Total Pages : 164 pages
Book Rating : 4.00/5 ( download)

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Download or read book The Compassionate Geek written by Don R. Crawley and published by Soundtraining Net. This book was released on 2011-05-05 with total page 164 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 13 : 1593376537
Total Pages : 288 pages
Book Rating : 4.36/5 ( download)

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Download or read book The Verbally Abusive Man - Can He Change? written by Patricia Evans and published by Simon and Schuster. This book was released on 2006-10 with total page 288 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Eliana Gil
Publisher : Dell
ISBN 13 : 0307422453
Total Pages : 96 pages
Book Rating : 4.53/5 ( download)

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Download or read book Outgrowing the Pain written by Eliana Gil and published by Dell. This book was released on 2009-07-22 with total page 96 pages. Available in PDF, EPUB and Kindle. Book excerpt: “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 :
Publisher :
ISBN 13 :
Total Pages : pages
Book Rating : 4.40/5 ( download)

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Download or read book Customer Service: Handling Abusive Customers written by and published by . This book was released on 2018 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Learn strategies and techniques for handling abusive customers. Discover how to diffuse and refocus negative customer service interactions.

Author : Charlie Donaldson
Publisher : Simon and Schuster
ISBN 13 : 1592859631
Total Pages : 224 pages
Book Rating : 4.34/5 ( download)

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Download or read book Stop Hurting the Woman You Love written by Charlie Donaldson and published by Simon and Schuster. This book was released on 2010-06-28 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Lundy Bancroft
Publisher : Penguin
ISBN 13 : 9780425191651
Total Pages : 436 pages
Book Rating : 4.56/5 ( download)

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Download or read book Why Does He Do That? written by Lundy Bancroft and published by Penguin. This book was released on 2003-09-02 with total page 436 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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 : Sister Renee Pittelli
Publisher : Outskirts Press
ISBN 13 : 1478755539
Total Pages : 646 pages
Book Rating : 4.31/5 ( download)

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Download or read book Breaking The Bonds Of Adult Child Abuse written by Sister Renee Pittelli and published by Outskirts Press. This book was released on 2015-03-06 with total page 646 pages. Available in PDF, EPUB and Kindle. Book excerpt: BREAKING THE BONDS OF ADULT CHILD ABUSE: A BIBLICAL TEXTBOOK ON ABUSIVE NARCISSISTIC FAMILIES, HOW THEY OPERATE, AND HOW TO DEAL WITH THEM ADULT CHILD ABUSE *The Only Form of Abuse still tolerated, accepted and condoned in our society. *The Only Form of Abuse in which it is considered okay for a competent adult to be controlled, exploited, or damaged by someone else. *The Only Form of Abuse in which the victim is expected to continue suffering indefinitely, criticized for trying to protect herself, judged for escaping from her abuser, and openly discouraged from standing up for herself, talking about it, or revealing the abuse to others. Where do folks get the idea that Christians have to be meek and mild, silently enduring mistreatment, tolerating anything anybody else does, and timidly standing by while abusers trample all over them and other innocent victims? Since when is it a sin to take a stand and speak out against evil? This is what our abusers want us to believe, and it is nothing but misconceptions and lies. Do you know that God wants us to confront people who do evil? That he tells us to have nothing further to do with those who will not listen to rebuke? That there is no biblical requirement to forgive the unrepentant? In this book, you will learn about family abusers and their Silent Partners, why they abuse us and why we let them, setting and enforcing limits, godly confrontation, The Law of Sowing and Reaping and letting abusers suffer the Natural Consequences of their own behavior, how to tell if a comment is really a criticism, family jealousy and how to detect if a relative is jealous of you, recognizing and cutting ties with reprobates, improving your family holidays, how to forgive and what forgiveness really means, and what Jesus would REALLY do. Filled with helpful dialogue, this book offers many valuable lessons, including: *107 Examples of abusive behavior and betrayal *6 Major No-Nos for mature, independent adults *26 Reasons why they abuse us, and 55 questions to help us understand why we allow it *27 Ways to respond to a critic *35 Empowering Statements for declaring your boundaries and enforcing consequences *10 Simple Steps for learning to say no and 8 responses for those who aren%u2019t happy about it *40 Off-Limits Subjects *38 Signs of a meaningless apology and 17 signs of a meaningful one *The 21 Rules of No Contact *102 Questions to ask yourself when you%u2019re trying to decide if you should end a toxic relationship *5 Strategies for more pleasant holidays with your relatives *The 7 Biblical Duties of a proper parent *11 Steps for getting over a lost relationship Written with empathy, wisdom and understanding, and loaded with scriptural references, this book is an eye-opener that will help you claim your freedom and change your life.

Author : Adam Toporek
Publisher : AMACOM
ISBN 13 : 0814449069
Total Pages : 270 pages
Book Rating : 4.66/5 ( download)

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Download or read book Be Your Customer's Hero written by Adam Toporek and published by AMACOM. This book was released on 2015-04-22 with total page 270 pages. Available in PDF, EPUB and Kindle. Book excerpt: On the front lines of customer service, every day presents new and unexpected challenges—and even the most dedicated employees can be caught unprepared. They need confidence. They need training. They need help. Those who work on the front lines of customer service never know what new and unexpected challenges await them each day. But they do know one thing--they will be needed. But how can you prepare for the unexpected? How can customer service reps get the training and confidence required to tackle the unknown? In Be Your Customer’s Hero, internationally recognized customer service expert Adam Toporek provides the answers to preparing for the surprises awaiting the CSR. Through short, simple, actionable advice, in quick, easy-to-read chapters, this invaluable guide shows customer-facing CSRs how to: Achieve the mindset required for Hero-ClassTM service Understand the customer’s expectations--and exceed them Develop powerful communication skills Avoid the seven triggers guaranteed to set customers off Handle difficult and even irrational customers with ease Armed with the tools and techniques in Be Your Customer’s Hero, you will have all they need to transform themselves into the heroes their customers need.