Book Description
During unprecedented times where customer expectations continue to rise, unfortunately so does customer aggression. Customer service has always involved managing difficult behaviour, but those on the frontline often find themselves on the receiving end of verbal and physical abuse with little insight into how to effectively manage the conflict. In the new book, Managing Difficult Customer Behaviour: Practical Guide for Confident Conversations, Service Leadership and Customer Service Expert Monique Richardson draws upon over 20 years' experience to provide a practical guide for frontline teams to handle customers with confidence and skill.This timely and much-needed book is full of proven tips and techniques to help create positive customer experiences and manage these challenging customer interactions. Through anecdotes and easy to follow tactics, Monique empowers managers and team members to remain confident and professional during tricky conversations. Trying times often bring out the worst (and best) in people, but Managing Difficult Customer Behaviour empowers those in service roles with the skills needed to deliver quality customer experiences through the effective management of tough customers.
