Hostile and enraged customers are difficult, dangerous, and a growing presence. With a trend toward more incidents of customer hostility and rage, the protection of a company’s employees, customers, and assets takes on new, urgent, and challenging dimensions.
C.H.A.R.M. School meets this challenge by offering a straightforward, systematic approach to customer behavior management. C.H.A.R.M. School equips employees with techniques to anticipate customer hostility, arms them with methods to defuseaggression, and steers them away from dangerous situations. Это и многое другое вы найдете в книге C.H.A.R.M. School: Lessons in Customer Hostility and Rage Management