Business Case Praxis ‘Frequent practice is essential’ Customer (un)friendliness Customer friendliness is high on the agenda of many Retail companies. But what if the customer is not friendly, or even aggressive? There are 600 of these incidents every day in The Netherlands, meaning this is a real problem. This has been reason enough for Praxis, a large Dutch DIY chain, to train their employees in handling aggression. In 2014 the training

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