The Abusive Customer (PDF)

Name: The Abusive Customer
Brand: Taylor & Francis
SKU: 149164864
Price: 44.49 EUR
Availability: OnlineOnly

Breaking the Silence Around Customers' Aggressive Behavior (Sprache: Englisch)

Autor: Ivaylo Yorgov

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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.

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Autoren-Porträt von Ivaylo Yorgov

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.