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Author: Ivaylo Yorgov Publisher: Taylor & Francis ISBN: 1000932834 Category : Business & Economics Languages : en Pages : 224
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
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
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: Robert Bacal Publisher: Bacal & Associates ISBN: 1452803803 Category : Business & Economics Languages : en Pages : 191
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: Christopher Mark Murphy Publisher: Guilford Press ISBN: 159385207X Category : Psychology Languages : en Pages : 305
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: Adam Toporek Publisher: AMACOM ISBN: 0814449069 Category : Business & Economics Languages : en Pages : 270
Book Description
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.
Author: Susan Murphy-Milano Publisher: Dog Ear Publishing ISBN: 1608443604 Category : Family violence Languages : en Pages : 226
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: Patricia Evans Publisher: Simon and Schuster ISBN: 1593376537 Category : Family & Relationships Languages : en Pages : 288
Book Description
From one of the world's most acclaimed experts on verbal abuse comes the first book that answers the question foremost in every woman's mind: Can he really change? Evans goes beyond identifying verbally abusive behaviors to prescribing a course of action for both victim and abuser.
Author: Lundy Bancroft Publisher: Penguin ISBN: 9780425191651 Category : Family & Relationships Languages : en Pages : 436
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: Eliana Gil Publisher: Dell ISBN: 0307422453 Category : Self-Help Languages : en Pages : 98
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: Robert G. Thompson Publisher: Createspace Independent Publishing Platform ISBN: 9781478271512 Category : Customer relations Languages : en Pages : 0
Book Description
"Talk is cheap." A cliché, perhaps, but the idea that what we do is more important than what we say is a fundamental truth. It applies in our personal lives and can extend into our professional work, too. Learning to let your actions do the talking can be revolutionary to a company that struggles to create enduring customer relationships. People who own operate, manage, or otherwise lead a company are always looking for ways to improve productivity, beat the competition, and ensure long-term success. Learning how to put words and ideas into action can be a key to success in the business world. Hooked on Customers is not about finding the right words, whether labeled as a "strategy" or not. It is an insightful, highly informative book that propels businesses into action. It explores successful customer-centric businesses, examines the ways they execute their strategies, and provides practical recommendations for business leaders to more effectively outperform their competition. A must-have for any business leader who wants to have a healthy relationship with customers, this book avoids the pitfalls that often plague others that offer business advice. Frequently, company leaders turn to consultants and other resources to recommend strategies that sound great but ultimately don't have any real meaning because they are a series of words without a tie to actions. Combining his own professional experiences working as a CEO with his extensive research and expertise as an international authority on customer-centricity, author Robert Thompson has identified the five routine organizational habits successful customer-centric businesses use when executing strategy. Legendary leading customer-centric businesses: LISTEN to their customers' values and feedback. THINK about the implications of fact-based decisions on customers EMPOWER employees with the freedom they need to please customers CREATE new value for customers, without being asked DELIGHT customers by exceeding their expectations Crucial to Thompson's discussion of these habits is the premise that there are no quick fixes. Customer-centricity takes time, determination, and company-wide commitment. It must be maintained and constantly pursued to ensure that it becomes part of the fabric of a business. In the end, the results are well worth it. Hooked on Customers helps leaders understand, adopt, and implement the five crucial habits that enable companies to not only survive in highly competitive, overcrowded markets but to dominate them, creating a legacy of success and inspiration along the way.
Author: Ivaylo Yorgov
Author: Ivaylo Yorgov
Author: Don R. Crawley
Author: Robert Bacal
Author: Christopher Mark Murphy
Author: Adam Toporek
Author: Susan Murphy-Milano
Author: Patricia Evans
Author: Lundy Bancroft
Author: Eliana Gil
Author: Robert G. Thompson