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Top : Books By Bacal
Books By Bacal
Resources:Amazon.com: Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees (9781450585743): Robert Bacal: Books
Learn to: save time dealing with unreasonable customers reduce intensity of customer anger increase safety of employees and customers reduce stress related to angry customers...
The Manager's Guide to Performance Reviews
ll managers, whether brand new to their positions or well-established in the organizational hierarchy, can use a little "brushing up" now and then. The skills-based Briefcase Books series is filled with ideas and strategies to help managers become more capable, efficient, effective, and valuable to their organizations. For both managers and employees, performance reviews are too often viewed as negative and disciplinary. The Manager's Guide to Performance Reviewshelps managers instead make reviews both positive and proactive. It provides a step-by-step process for administering an effective performance review, one that will meet the organization's needs for employee appraisal while giving employees an honest sense of how they are performing and where they could improve. Also examined are various approaches to performance reviews, different forms and techniques, and more. Available at your local bookstore and through amazon.com. Click on the link for complete information.
Amazon.com: Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees
Learn more about and purchase this book one buyer called the "Bible" of customer service. Written by Robert Bacal you can get this at amazon. com. Just click on the link.
Perfect Phrases for Managing Your Small Business: Robert Bacal, Nancy Moore: Books
Great little book for small business, low prices, designed for anyone owning, thinking of starting, or managing a small business.
Perfect Phrases for Setting Performance Goals : Hundreds of Ready-to-Use Goals for Any Performance Plan or Review
In their previously published, top-selling book Perfect Phrases for Performance Reviews, Robert Bacal and Douglas Max described past employee performance. In Perfect Phrases for Setting Performance Goals, Bacal and Max go a step further with hundreds of precisely-worded future performance goals.You will find ready-to-use performance goals for both managers and employees, in many categories including sales and profit goals, quality and productivity goals, on-time performance personal development goals, and much more. This practical job aid makes it easy for managers to raise the performance bar, and focus their people on the organization's top priorities. Available through your local bookstore or at amazon. Click the link for more book details.
If It Wasn't For The Customers I'd Really Like This Job
What's the best way to get an angry customer to stop yelling at you over the phone? How can you stand up for yourself AND stay professional with even the nastiest customers? How can you reduce the length of time angry customers argue? How do you ensure offensive behavior from one customer doesn't affect how you treat the NEXT customer? And, how do you stop offering rent free space in your head to angry customers who insist on haunting your thoughts after work? No more "I should have said..."! Finally a practical guide to working with difficult customers that goes beyond the obvious. Based on principles of Psychology and Psycholinguistics this book provides more than 100 tactics and behaviors you can use to deal professionally with hostile, angry, unreasonable customers without taking or giving offense. Based on discussions with thousands of customer service representatives the techniques in this book will cover almost any tough situation you may face.
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3-May-2012
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