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.

Note: There is a newer version of this book available.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.

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.

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.

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.

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

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.