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The Abusive Customer
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Book Synopsis The Abusive Customer by : Ivaylo Yorgov
Download or read book The Abusive Customer written by Ivaylo Yorgov and published by Taylor & Francis. This book was released on 2023-08-18 with total page 224 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Working with Client Experiences of Domestic Abuse by : Jeannette Roddy
Download or read book Working with Client Experiences of Domestic Abuse written by Jeannette Roddy and published by Taylor & Francis. This book was released on 2023-06-30 with total page 163 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edited volume shares relevant theory and practical strategies to support counsellors to work effectively with those who have experienced domestic abuse. The effect of relational and other abuses can impact an individual’s ability to engage with family, friends, counsellors or other professionals trying to support them due to reduced ability to trust and the impact of complex trauma. Helping someone to recover requires specific knowledge and skills, not usually part of a standard professional training program. This book acts as a training manual, providing an overview of what clients need at different stages of recovery. It contains chapters written by staff who deliver counselling and mental health training and provides their insight into the specific issues that clients may present, suggesting constructive and accessible suggestions for practice, and a chapter on counsellor self-care. The reflections/exercises in each chapter will help the reader assess their competency. Working with Client Experiences of Domestic Abuse will be of interest to mental health professionals, counselling training courses, and domestic violence services, who wish to incorporate counselling as part of their service offer.
Book Synopsis Emotional Labor in Work with Patients and Clients by : Dorota Żołnierczyk-Zreda
Download or read book Emotional Labor in Work with Patients and Clients written by Dorota Żołnierczyk-Zreda and published by CRC Press. This book was released on 2020-08-11 with total page 95 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book describes psychosocial working conditions that negatively impact the mental and physical well-being of employees of various “assistance-related” professional groups, as well as individuals whose work is related to contact with demanding clients. It offers concepts and research on the causes and effects of emotional burden (most often manifested as stress and burnout) when working with patients, children, and clients. The book provides a detailed analysis of various aspects of emotional burden at work. It includes a description of studies carried out in 5 different professional groups that were exposed to emotional burden during emotional work and emotional labour. The book discusses the application of known and international diagnostic methods and provides an intercultural comparison. The current diagnosis of stress and burnout, as well as physical and mental health of individuals performing emotional work will be covered, as well as offering practical solutions on assistance for individuals based on the diagnosis of their health. This book is for any professional or aspiring professional in the field, including postgraduate students. Scientists and practitioners in the field of work and health psychology, management, occupational health and safety, and HR will find this book of interest. Employers of assistance and services sectors, authorities formulating employment laws, lawyers, and occupational medicine physicians are also among this book’s top audience.
Author :United States. Congress. House. Committee on Energy and Commerce. Subcommittee on Transportation and Hazardous Materials Publisher : ISBN 13 : Total Pages :218 pages Book Rating :4.F/5 ( download)
Book Synopsis Telemarketing Fraud and Consumer Abuse by : United States. Congress. House. Committee on Energy and Commerce. Subcommittee on Transportation and Hazardous Materials
Download or read book Telemarketing Fraud and Consumer Abuse written by United States. Congress. House. Committee on Energy and Commerce. Subcommittee on Transportation and Hazardous Materials and published by . This book was released on 1991 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis The Abusive Customer by : Ivaylo Yorgov
Download or read book The Abusive Customer written by Ivaylo Yorgov and published by Routledge. This book was released on 2023-08-18 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Financial Abuse of Older Clients: Law, Practice and Prevention by : Ann Stanyer
Download or read book Financial Abuse of Older Clients: Law, Practice and Prevention written by Ann Stanyer and published by Bloomsbury Publishing. This book was released on 2020-08-14 with total page 415 pages. Available in PDF, EPUB and Kindle. Book excerpt: As the only practitioner title with detailed practical guidance and advice in this area, this is a comprehensive work written by a private client solicitor who has 30 years' experience of practice, and is a regular speaker at conferences on the subject. No professional faced with this ever-increasing area of law, should be without it. It enables solicitors and other professionals to be more proactive in protecting their older clients. It describes the rise in financial abuse, explains how to spot warning signs, provides awareness of various elements of legal protection and demonstrates that change is needed in the current system. Topics covered include: - Financial abuse issues for care homes (new to this edition) - Grooming for financial abuse (new to this edition) - Who is vulnerable to financial abuse? - Who are the perpetrators and why? - The forms financial abuse takes - How to prevent financial abuse The Second Edition also includes: - Statistics showing the prevalence of financial abuse - Commentary on recent case law, legislation and industry reports including: - Section 76 of the Serious Crime Act 2015 – coercive control legislation - Banking and financial services - Review of HMLR protections for property owners - Review of all OPG and COP recent guidance and practice notes - Updated information about care allowance rules - Case law on retrospective approval of gifts - Discussion of a deputy's authority to litigate It also covers cases with issues particular to jurisdictions such as the Republic of Ireland, USA, Scotland, Wales and Northern Ireland.
Author :United States. Congress. House. Committee on the Judiciary. Subcommittee on Commercial and Administrative Law Publisher : ISBN 13 : Total Pages :232 pages Book Rating :4.:/5 (327 download)
Book Synopsis Bankruptcy Abuse Prevention and Consumer Protection Act of 2003, and the Need for Bankruptcy Reform by : United States. Congress. House. Committee on the Judiciary. Subcommittee on Commercial and Administrative Law
Download or read book Bankruptcy Abuse Prevention and Consumer Protection Act of 2003, and the Need for Bankruptcy Reform written by United States. Congress. House. Committee on the Judiciary. Subcommittee on Commercial and Administrative Law and published by . This book was released on 2003 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Bankruptcy Abuse Prevention and Consumer Protection Act of 2005 by : United States. Congress. House. Committee on the Judiciary
Download or read book Bankruptcy Abuse Prevention and Consumer Protection Act of 2005 written by United States. Congress. House. Committee on the Judiciary and published by . This book was released on 2005 with total page 602 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Managing Depressive Symptoms in Substance Abuse Clients During Early Recovery by : Richard N. Rosenthal
Download or read book Managing Depressive Symptoms in Substance Abuse Clients During Early Recovery written by Richard N. Rosenthal and published by DIANE Publishing. This book was released on 2010-10 with total page 174 pages. Available in PDF, EPUB and Kindle. Book excerpt: Part 1 of this Protocol is for substance abuse counselors and consists of two chapters. Chap. 1 presents the ¿what¿ and ¿why¿ of working with clients with substance use disorders who have depressive symptoms. Chap. 2 presents the ¿how to¿ of working with clients with depressive symptoms. Part 2 is an implementation guide for program administrators and consists of two chapters. Chap. 1 lays out the rationale for the approach taken in Chap. 2 and will help you understand the processes of organizational change and the factors that can facilitate or impede such change. Chap. 2 provides detailed info. on how to achieve high-quality implementation of the recommendations in Part 1 of this report. Illustrations.
Book Synopsis Counseling and Therapy With Clients Who Abuse Alcohol or Other Drugs by : Cynthia E. Glidden-Tracey
Download or read book Counseling and Therapy With Clients Who Abuse Alcohol or Other Drugs written by Cynthia E. Glidden-Tracey and published by Routledge. This book was released on 2005-03-23 with total page 317 pages. Available in PDF, EPUB and Kindle. Book excerpt: Every day, huge numbers of people use drugs or alcohol for recreation, medication, celebration, stress management, social lubrication, or escape. The abuse of psychoactive chemicals touches individual lives in countless ways, and clients frequently hint in therapy sessions at problems related to substance misuse. But historically, substance abuse treatment has been regarded as a separate specialty, for which students and trainees often prepare along tracks different from those leading to licensing or certification as psychotherapists. Few non-specialists feel completely competent and willing to grapple closely with the issues these clients present, in spite of the fact that such problems are quite frequent among client populations. In this book, Cynthia Glidden-Tracey lays out an integrated, holistic, and effective approach to clients' inevitably intertwined problems, which encourages all practitioners to develop skills for detecting, assessing, and addressing substance use whenever concerns about it emerge in the course of therapy. She describes the frequent co-occurrence of substance misuse and other mental health problems, reviews therapy models and current professional questions, and empowers practitioners with the latest scientific knowledge about the causes and effective treatment of addictions. Throughout, her points are grounded in rich clinical examples.
Author :United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts Publisher : ISBN 13 : Total Pages :240 pages Book Rating :4.F/5 ( download)
Book Synopsis Oversight of the Implementation of the Bankruptcy Abuse Prevention and Consumer Protection Act by : United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts
Download or read book Oversight of the Implementation of the Bankruptcy Abuse Prevention and Consumer Protection Act written by United States. Congress. Senate. Committee on the Judiciary. Subcommittee on Administrative Oversight and the Courts and published by . This book was released on 2007 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Be Your Customer's Hero by : Adam Toporek
Download or read book Be Your Customer's Hero written by Adam Toporek and published by AMACOM. This book was released on 2015-04-22 with total page 256 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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• And moreArmed with the tools and techniques in this invaluable resource, readers will have all they need to transform themselves into the heroes their customers need.
Book Synopsis The Wiley International Handbook on Psychopathic Disorders and the Law by : Alan Felthous
Download or read book The Wiley International Handbook on Psychopathic Disorders and the Law written by Alan Felthous and published by John Wiley & Sons. This book was released on 2020-11-24 with total page 1250 pages. Available in PDF, EPUB and Kindle. Book excerpt: The economic impact of society's attempts to rehabilitate and contain psychopathically disordered individuals can be enormous. Understanding the nature of these disorders, developing accurate and valid assessment methods, and providing effective treatment and safe management cannot be underestimated. Including contributions from an international panel of experts from Europe, North America, and Asia, this two-volume set offers an in-depth, multidisciplinary look at key aspects of the development and etiology of psychopathic disorders; current methods of intervention, treatment, and management; and how these disorders impact decision-making in civil and criminal law. The most comprehensive major reference work available on psychopathy and the law, The Wiley International Handbook on Psychopathic Disorders and the Law, 2nd Edition: Covers the full history and conceptual development of psychopathic disorders Provides unique and enlightening perspectives on the subject from some of the world’s most well-renowned professionals in the field Looks at the etiology and pathogenesis of psychopathic disorders Examines current methods for the intervention, treatment, and management of ADHD, antisocial behavior, and impulsive aggression Provides in-depth discussions of civil and criminal law issues The Wiley International Handbook on Psychopathic Disorders and the Law, 2nd Edition is a must-have reference for practitioners and academics in clinical psychology, forensic psychology, psychiatry, probation, law, law enforcement, and social work.
Book Synopsis The Addiction Progress Notes Planner by : Arthur E. Jongsma, Jr.
Download or read book The Addiction Progress Notes Planner written by Arthur E. Jongsma, Jr. and published by John Wiley & Sons. This book was released on 2014-11-17 with total page 608 pages. Available in PDF, EPUB and Kindle. Book excerpt: Save hours of time-consuming paperwork The Addiction Progress Notes Planner, Fifth Edition provides prewritten session and patient presentation descriptions for each behavioral problem in the Addiction Treatment Planner, Fifth Edition. The prewritten progress notes can be easily and quickly adapted to fit a particular client need or treatment situation. Saves you hours of time-consuming paperwork, yet offers the freedom to develop customized progress notes Organized around 44 behaviorally based presenting problems including depression, gambling, nicotine abuse/dependence, chronic pain, and eating disorders Features over 1,000 prewritten progress notes summarizing patient presentation, themes of session, and treatment delivered Provides an array of treatment approaches that correspond with the behavioral problems and DSM-5 diagnostic categories in The Addiction Treatment Planner, Fifth Edition Offers sample progress notes that conform to the latest ASAM guidelines and meet the requirements of most third-party payors and accrediting agencies, including CARF, TJC, COA, and the NCQA Incorporates new progress notes language consistent with Evidence-Based Treatment Interventions
Book Synopsis Creditworthiness and 'Responsible Credit' by : Noah Vardi
Download or read book Creditworthiness and 'Responsible Credit' written by Noah Vardi and published by BRILL. This book was released on 2022-09-12 with total page 287 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this comparative study in US and EU law, Noah Vardi questions whether there is a legally enforceable duty to lend and borrow credit in a “responsible” manner and clarifies the associated notion of “creditworthiness.”
Book Synopsis Foundations of Psychotherapy by : Roger Horrocks
Download or read book Foundations of Psychotherapy written by Roger Horrocks and published by Bloomsbury Publishing. This book was released on 2017-03-23 with total page 206 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides a comprehensive and clear survey of the major theoretical schools of psychotherapy - including Freudian, Jungian, humanistic and cognitive. There is also some consideration of the impact of new discoveries in neuroscience upon psychotherapy, and of the status of psychotherapy as a profession. The book also provides a concrete, detailed and hands-on introduction to working with clients, with many vivid and helpful vignettes from actual sessions. Many practical issues are covered, including: - How the setting for therapy can become a safe and secure container. - Ways in which the therapist/client relationship can be used an invaluable tool in therapy. - How client negativity can be handled. - Methods for dealing with the difficult or disturbed client. The book also covers more controversial issues such as the authentic relationship, the role of the body in therapy, and the therapist's own self-disclosure. This book is an essential introduction to psychotherapy for all trainee psychotherapists.
Book Synopsis The Impact of Substance Abuse Treatment on Employment Outcome Among AFDC Clients in Washington State by : Thomas M. Wickizer
Download or read book The Impact of Substance Abuse Treatment on Employment Outcome Among AFDC Clients in Washington State written by Thomas M. Wickizer and published by . This book was released on 2003 with total page 60 pages. Available in PDF, EPUB and Kindle. Book excerpt:
