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The Abusive Customer: Breaking the Silence Around Customers’ Aggressive Behavior book cover

1st Edition

The Abusive Customer Breaking the Silence Around Customers’ Aggressive Behavior

By Ivaylo Yorgov Copyright 2024
234 Pages
by Routledge

234 Pages
by Routledge

234 Pages
by Routledge
Also available as eBook on:
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... Read more

    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

    Biography

    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.

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