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How to Avoid Being Bullied by Unreasonable Customers

Diane Bailey (Principal of Diane Bailey Associates of Rochdale, Lancashire, UK.)

Managing Service Quality: An International Journal

ISSN: 0960-4529

Article publication date: 1 October 1994

1082

Abstract

Examines methods of protecting organization from being bullied by customers who take customer service too far, the main aim being to minimize any damage and unpleasantness. Several steps are defined – defining what is possible and can be expected, recognizing types of customer, and training staff and managers. Concludes that most importantly, staff must be supported when following company policy.

Keywords

Citation

Bailey, D. (1994), "How to Avoid Being Bullied by Unreasonable Customers", Managing Service Quality: An International Journal, Vol. 4 No. 5, pp. 36-38. https://doi.org/10.1108/09604529410068466

Publisher

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MCB UP Ltd

Copyright © 1994, MCB UP Limited

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