The Abusive Customer Breaking the Silence Around Customers’ Aggressive Behavior
Auteur : Yorgov Ivaylo
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
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.
Date de parution : 08-2023
15.2x22.9 cm
Date de parution : 08-2023
15.2x22.9 cm
Disponible chez l'éditeur (délai d'approvisionnement : 14 jours).
Prix indicatif 160,25 €
Ajouter au panierThèmes de The Abusive Customer :
- Organisation commerciale : commerce, vente, distribution
- Initiation à l'économie, théories et études économiques
- Économies et politiques économiques mondiales : relations économiques internationales / douanes, exportation
- analyse, budget, trésorerie, financement, investissement, gestion prévisionnelle
- gestion du personnel et des ressources humaines - relations humaines - formation - salaires - ergonomie
Mots-clés :
Customer; Aggression; Service; Employees; Abusive; Customer Abuse; Customer Mistreatment; Emotional Exhaustion; Customer Aggression; Customer Deviant Behaviors; Abusive Customers; Customer Misbehavior; Super Critical; Great Customer Experiences; Vice Versa; Poor Customer Experience; Service Recovery; Customer Experience; Workplace Aggression; Dysfunctional Customer Behavior; High Involvement Services; Young Man; Hotel Receptionists; Emotional Dissonance; Employee Engagement; Deep Acting; Post-sales Service; Anti-virus Software; Managing Customer Experience; Call Center Personnel