Reviewer Praise From Amazon Readers
Bacal nails it! While more are messing with the entanglements of Customer Satisfaction which leads to no where...he addresses the specifics head on and focuses on the greater picture and ultimate goal of the Customer Experience which leads to Loyalty. Excellent job! (Macy in Oklahoma, 2013)
One of the best things I learned from this book is how to turn a negative experience into a positive one. Using the tools from this gem of a book I have calmed people down, turned bad situations into good, and kept customers who would have otherwise left us and written ten nasty reviews in their wake. It is so empowering to be able to do that, rather than feel awful and abused. This is a must buy, must read for people who work with customers day in and day out. Do it for your own sanity, and to help improve your own job performance and satisfaction! (E. Meehan, California, 2012)
Anyone who serves the public should have this book. It gives advice for everyone from the order taker at the fast food restaurant to higher level management. It also gives different techniques for different situations (ie retail store, office, call center etc.) I have only had this book for a few weeks and already I have improved my customer service skills. It's a wonderful tool. (Lisa S., New Jersey)
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These days, most websites don't require much of visitors, and lack the depth to help you learn, improve yourself, and function more effectively at home and at work. This site is a little different. It's HUGE. It's top quality content. And if you can't find the help you need here on topics like leadership, management, interpersonal communication, conflict, etc, you can use our custom designed search engines to find what you want elsewhere.
We're good with that, because our mission is to provide you with the best learning experience possible, whether online, from our books, our learning tools, and our services.
This site has been online and growing for more than ten years, which accounts for its size, depth and variety.
Click on the pictures/links below, or use the menus on the sides and top of the pages!
A few updates: In Dec, 2013 we launched a site dear to my hear: It Takes A Village To Teach A Child, with a focus on helping teachers, schools and school administrators work more effectively with parents and community members. Often parents are emotional about their children, as they should be, so we look at how schools can build bridges with parents.
In a similar vein, we set up an amazing database of techniques to use for defusing angry customers. We've taken a lot of the content from my books on the topic, and made them available free. Drop in, and pick up tricks, proven techniques and strategies to deal with difficult, frustrated, and frustrating customers and clients.
We're proud to make them available to you FREE of charge, and best yet, our new reprint policy allows you to use them (some restrictions apply) with colleagues and staff.
Learn how to improve your relationships almost instantly, by changing WHAT you say to each other. Now available free of charge online. The research is clear. Couples that communicate more effectively stay together. People who say the wrong things to each other break up amidst a lot of pain and suffering. Now you can learn 101 things never to say to someone you care about, and what to say instead!
175 pages of pure free relationship and communication skill building. Click the picture or click here to go directly to your free online copy of Imperfect Phrases For Relationships.
It's a busy world, and most people have little time to read complete books to learn. Now, you can learn to manage more effectively, get along with others, communicate and deal more effectively with conflict "on the go", or if you prefer, on your computer. Our unique mini-guides give you the essence of a topic in something you can read and absorb in less than 30 minutes.
Now you can learn on your smartphone, Kindle, Nook, Ipad and other electronic devices.
Now it's called "curation", but we've been doing it for ten years - hand choosing the best online articles to include in our subject and topic libraries. Whether it's leadership, management, customer service, training topics, we've got them covered.
Save YOUR time by finding the best online material without wading through a lot of junk.
Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.
Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff
Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.
A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.
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