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C.H.A.R.M. School: Lessons in Customer Hostility and Rage Management
by Terry Riley
Product Group: Book
Publisher: Applied Psychology Pr (2002-05-17)
ISBN: 096426983X
EAN: 9780964269835
Binding/Media: Paperback - 100 pages
SKU: 04341
Condition: Used: Very Good
Comments: Minor edge wear.
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Editorial Reviews
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Product Description
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 defuse aggression, and steers them away from dangerous situations.
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