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Open Daily: 10am - 10pm | Alley-side Pickup: 10am - 7pm
3038 Hennepin Ave Minneapolis, MN
612-822-4611
High Performance Emotional Service in Retail

High Performance Emotional Service in Retail

Paperback

Management

ISBN10: 6209895360
ISBN13: 9786209895364
Publisher: Our Knowledge Publishing
Published: Apr 17 2026
Pages: 180
Weight: 0.55
Height: 0.41 Width: 6.00 Depth: 9.00
Language: English
This book presents a practical and structured approach to customer service in retail, based on a simple observation: a large proportion of conflicts in stores are not just caused by technical problems, but by intense emotional states. Queues, exchanges, prices, delays and operational failures often trigger frustration, a sense of injustice and loss of control in customers. Faced with this, service professionals need to deal not just with procedures, but with emotions in motion.The book proposes transforming what many people call a knack for dealing with customers into a trainable method. Based on real counter experiences, behavioral studies, psychology and people management, the book presents psychological foundations applied to retail, conflict de-escalation protocols, strategic verbal structures and training models for teams.Aimed especially at Human Resources professionals, leaders and store managers, the content shows how to build teams that are emotionally prepared for pressure situations, promoting safer, more efficient and more humane service.

Also from

Farias, Sidney

Also in

Management