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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| Format: | Buch |
| Sprache: | English |
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New York ; London
Routledge, Taylor & Francis Group
2024
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| 245 | 1 | 0 | |a The abusive customer |b breaking the silence around customers' aggressive behavior |c Ivaylo Yorgov |
| 264 | 1 | |a New York ; London |b Routledge, Taylor & Francis Group |c 2024 | |
| 300 | |a 228 Seiten | ||
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| 520 | 3 | |a "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 cheatsheet 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"-- | |
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| 650 | 0 | 7 | |a Kundenmanagement |0 (DE-588)4236865-0 |2 gnd |9 rswk-swf |
| 650 | 0 | 7 | |a Dienstleistungssektor |0 (DE-588)4012183-5 |2 gnd |9 rswk-swf |
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| 653 | 0 | |a Consumers / Attitudes | |
| 653 | 0 | |a Aggressiveness | |
| 653 | 0 | |a Customer service | |
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Datensatz im Suchindex
| _version_ | 1819316014555332608 |
|---|---|
| any_adam_object | |
| author | Yorgov, Ivaylo |
| author_GND | (DE-588)1306961483 |
| author_facet | Yorgov, Ivaylo |
| author_role | aut |
| author_sort | Yorgov, Ivaylo |
| author_variant | i y iy |
| building | Verbundindex |
| bvnumber | BV049576771 |
| classification_rvk | QP 620 QQ 250 QW 300 |
| ctrlnum | (OCoLC)1395883387 (DE-599)BVBBV049576771 |
| dewey-full | 658.8/342 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/342 |
| dewey-search | 658.8/342 |
| dewey-sort | 3658.8 3342 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| format | Book |
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| id | DE-604.BV049576771 |
| illustrated | Not Illustrated |
| indexdate | 2024-12-24T10:09:16Z |
| institution | BVB |
| isbn | 9781032515069 9781032515007 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-034921800 |
| oclc_num | 1395883387 |
| open_access_boolean | |
| owner | DE-188 |
| owner_facet | DE-188 |
| physical | 228 Seiten |
| publishDate | 2024 |
| publishDateSearch | 2024 |
| publishDateSort | 2024 |
| publisher | Routledge, Taylor & Francis Group |
| record_format | marc |
| spelling | Yorgov, Ivaylo Verfasser (DE-588)1306961483 aut The abusive customer breaking the silence around customers' aggressive behavior Ivaylo Yorgov New York ; London Routledge, Taylor & Francis Group 2024 228 Seiten txt rdacontent n rdamedia nc rdacarrier "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 cheatsheet 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"-- Verbraucherverhalten (DE-588)4062644-1 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Dienstleistungssektor (DE-588)4012183-5 gnd rswk-swf Aggressivität (DE-588)4141621-1 gnd rswk-swf Verbraucher (DE-588)4062632-5 gnd rswk-swf Consumers / Attitudes Aggressiveness Customer service Service industries Verbraucher (DE-588)4062632-5 s Aggressivität (DE-588)4141621-1 s Dienstleistungssektor (DE-588)4012183-5 s Verbraucherverhalten (DE-588)4062644-1 s Kundenmanagement (DE-588)4236865-0 s DE-604 Erscheint auch als Online-Ausgabe 978-1-003-40256-5 |
| spellingShingle | Yorgov, Ivaylo The abusive customer breaking the silence around customers' aggressive behavior Verbraucherverhalten (DE-588)4062644-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Aggressivität (DE-588)4141621-1 gnd Verbraucher (DE-588)4062632-5 gnd |
| subject_GND | (DE-588)4062644-1 (DE-588)4236865-0 (DE-588)4012183-5 (DE-588)4141621-1 (DE-588)4062632-5 |
| title | The abusive customer breaking the silence around customers' aggressive behavior |
| title_auth | The abusive customer breaking the silence around customers' aggressive behavior |
| title_exact_search | The abusive customer breaking the silence around customers' aggressive behavior |
| title_full | The abusive customer breaking the silence around customers' aggressive behavior Ivaylo Yorgov |
| title_fullStr | The abusive customer breaking the silence around customers' aggressive behavior Ivaylo Yorgov |
| title_full_unstemmed | The abusive customer breaking the silence around customers' aggressive behavior Ivaylo Yorgov |
| title_short | The abusive customer |
| title_sort | the abusive customer breaking the silence around customers aggressive behavior |
| title_sub | breaking the silence around customers' aggressive behavior |
| topic | Verbraucherverhalten (DE-588)4062644-1 gnd Kundenmanagement (DE-588)4236865-0 gnd Dienstleistungssektor (DE-588)4012183-5 gnd Aggressivität (DE-588)4141621-1 gnd Verbraucher (DE-588)4062632-5 gnd |
| topic_facet | Verbraucherverhalten Kundenmanagement Dienstleistungssektor Aggressivität Verbraucher |
| work_keys_str_mv | AT yorgovivaylo theabusivecustomerbreakingthesilencearoundcustomersaggressivebehavior |