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four intervention strategies for helping employees deal with dysfunctional customer behaviour (Gong and Choi, 2014)

User Lixonn
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Final answer:

To handle dysfunctional customer behavior, organizations can use supportive supervision, problem-focused coping, organizational benefits, and strategies focused on growth and change to help employees navigate difficult situations and maintain a positive service atmosphere.

Step-by-step explanation:

Intervention Strategies for Dysfunction Customer Behavior

When dealing with dysfunctional customer behavior, various intervention strategies can be employed to ensure both employee well-being and customer satisfaction. Four potential strategies include:

  1. Supportive Supervision: Providing employees with a supportive management team that acknowledges challenges faced with difficult customers, offering guidance and backing in conflict resolution.
  2. Problem-focused Coping: Training employees in problem-solving techniques to handle confrontational situations tactfully and efficiently.
  3. Organizational Benefits: Offering benefits or support systems within the organization that can help employees recover from stressful customer interactions.
  4. Growth and Change: Encouraging personal growth and adaptability among employees, fostering skills to better manage diverse and challenging customer scenarios.

Implementing these strategies can mitigate the negative effects of dysfunctional customer behavior on employees and can improve the overall service experience for customers.

User Supersuf
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