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We have hundreds of articles to help you become more successful in your workplace. Below are the most popular topics. For even more go to the articles main page

Customer Service Articles and Dealing With Angry and Frustrated Customers and Clients By Robert Bacal

Check out the book on the British Amazon site Check out amazon for complete information on the print edition In Canada? You can get this from within the country via The Kindle version can save you tons of money, and you can read it on almost any device with the free reader software Buy the PDF from us and save BIG. And, yes you can print it out or view it on a screen.

Customer Service Articles By Robert Bacal

Robert Bacal is the author of a number of books on customer service: Perfect Phrases For Customer Service (McGraw-Hill), Defusing Hostile Customers Workbook For The Public Sector, and in 2011, If It Weren't For The Customer I'd Really Like This Job.

Below you'll find advice on improving customer service, using customer service as a business strategy and a lot more.

Do You Deal With Difficult Customer Interactions?

If you deal with angry and difficult customer situations, consider visiting our brand new (2013) site dedicated to teaching you the techniques you can use to defuse even the toughtest customers and clients.

Excerpts From Our Best Selling Books on Customer Service and Difficult Customers

Customer Service Trends/Social Media

What Customers Really Want

Tough, Angry Customers

About Company

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.


Robert Bacal

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Our Related Websites

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.

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

We Believe

  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • Fees should be reasonable, fair, and flexible to fit different budgets.
  • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email:
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0