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Terry, Ph.D Riley, Terry Riley

C.H.A.R.M. School: Lessons in Customer Hostility and Rage Management

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ISBN: 096426983X
Издательство: Applied Psychology Pr
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.
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