The Abusive Customer: Breaking the Silence Around Customers' Aggressive Behavior

The book "The Aggressive Customer: A Comprehensive Research-Backed Treatment of Customer Behavior Across Industries" is a valuable resource for customer experience and HRM leaders, providing practical tools and insights to address aggressive customer behavior.

Format: Paperback / softback
Length: 228 pages
Publication date: 18 August 2023
Publisher: Taylor & Francis Ltd

The comprehensive and research-backed treatment of aggressive customer behavior across industries is a groundbreaking resource that provides practical tools and strategies for improving skills in dealing with abusive customers. This invaluable guide offers a wealth of knowledge and expertise, offering best-practice cheatsheets and a sample curriculum designed to enhance the abilities of customer experience and HRM leaders in addressing this critical issue.

In a frank and honest approach, the book delves into the profound impact of customer aggression on both customers and employees, emphasizing the need for proactive measures to mitigate its effects. By placing aggression at the forefront of customer experience and HRM leaders' priority lists, the book aims to empower professionals with the tools they need to create a safer and more positive environment for all stakeholders.

The book is organized into five comprehensive chapters, each dedicated to exploring different aspects of aggressive customer behavior. From understanding the root causes of aggression to developing effective communication strategies and implementing robust policies and procedures, the author provides a holistic approach to addressing this complex issue.

Throughout the book, real-world examples and case studies are used to illustrate the practical applications of the strategies discussed. These examples showcase the successes and challenges faced by organizations in managing aggressive customers, providing valuable insights and lessons that can be applied to any industry.

In addition to its practical content, the book also offers valuable insights into the emotional and psychological toll that aggression can take on employees. The author recognizes the importance of supporting and training employees to handle aggressive situations effectively, promoting a culture of resilience and well-being within organizations.

Furthermore, the book explores the role of technology in managing aggressive customer behavior. The author discusses the use of automation, chatbots, and other digital tools as potential solutions to reduce the workload and stress associated with dealing with abusive customers. However, the author also emphasizes the importance of human interaction and empathy in resolving conflicts and building long-term relationships with customers.

In conclusion, the comprehensive and research-backed treatment of aggressive customer behavior across industries is a must-read for anyone who wants to improve their skills in dealing with abusive customers. This book offers practical tools, valuable insights, and a holistic approach to addressing this critical issue, empowering professionals to create a safer and more positive customer experience. By prioritizing aggression and investing in the well-being of employees, organizations can foster a culture of loyalty and customer satisfaction that drives long-term success.

Weight: 346g
Dimension: 152 x 229 x 24 (mm)
ISBN-13: 9781032515007