Cover -- Half Title -- Title Page -- Copyright Page -- Table of Contents -- Introduction -- 1 What is Customer Abuse and How Many Fall Victim to It? -- 2 Customer Abuse Hurts Employees -- 3 Customer Abuse Hurts Companies -- 4 When and Why Customers Act Abusively? -- 5 How to Prevent Customer Abuse? -- 6 How to Handle Abusive Customers? -- 7 How to Mitigate the Damage from Customer Abuse? -- 8 Recap -- Index
