The Abusive Customer

Breaking the Silence Around Customers' Aggressive Behavior
1. Auflage 2023
ISBN: 978-1-032-51500-7
Verlag: Routledge

Buch, Englisch, 234 Seiten, Format (B × H): 152 mm x 229 mm, Gewicht: 349 g

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.

Zielgruppe

Professional Practice & Development

Autoren/Hrsg.

Yorgov, Ivaylo

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Coaching, Training, Supervision
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Personalwesen, Human Resource Management
• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Dienstleistungssektor & Branchen
• Wirtschaftswissenschaften Volkswirtschaftslehre Volkswirtschaftslehre Allgemein Verhaltensökonomik
• Wirtschaftswissenschaften Betriebswirtschaft Unternehmensorganisation, Corporate Responsibility Unternehmenskultur, Corporate Governance
• Wirtschaftswissenschaften Betriebswirtschaft Unternehmensorganisation, Corporate Responsibility Unternehmensethik
• Rechtswissenschaften Allgemeines Verfahrens-, Zivilprozess- und Insolvenzrecht Zivilprozessrecht Streitschlichtung, Mediation
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege

Inhaltsverzeichnis

Introduction. 1: What Is Customer Abuse and How Many Fall Victim to It? 2: Customer Abuse Hurts Employees. 3: Customer Abuse Hurts Companies. 4: When and Why Customers Act Abusively? 5: How to Prevent Customer Abuse? 6: How to Handle Abusive Customers? 7: How to Mitigate the Damage from Customer Abuse? 8: Recap

Über Autor(innen)

Ivaylo Yorgov is a customer experience and analytics leader with over 15 years of experience in the domain, integrating business and academic research to offer evidence-based insights to his clients. He is the author of The New Customer Experience Management (Routledge/Taylor and Francis), which urges companies to evolve to a new mode of working with their customers: proactively supporting customers to create more value after the purchase, and offers examples, recommendations, and a roadmap for achieving this. Ivaylo is currently the Managing Director of a customer analytics company (GemSeek), overseeing its customer success teams.