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Special Help: Learn To Communicate With Even The Most Upset People and Customers

Don't let difficult, angry customers control you. Learn to take control, stay cool, and remain professional in the toughest situations

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)
Five Stars on Amazon

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)
A five star review

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. NJ)
Another satisfied reader

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In communication timing is almost everything

The message is good, but the timing is oh so bad -- Why is timing so important?


Timing is just one aspect of communicating with, influencing and being heard by your boss.
Get heard by your boss by using the techniques outlined in Influencing Your Boss - Getting Heard Helpcard. Free Preview.

When you talk to someone, assuming you're like most people, you tend to focus on what you want to say. There's some sense in this since you want to be clear and understandable. It is possible to phrase your message and meaning perfectly, yet have it rejected, ignored or otherwise demeaned.

In many ways, timing IS everything in communication. For example, if you have a great idea you want to pitch to the boss, you may get a terrible reception one day, but if you chose another day, you might get a great reception. Clearly, people are more receptive at some times compared to other times.

We tend to forget this. And then get upset when we don't get the reactions we want. Luckily improving timing in communication isn't difficult. It involves some conscious thought and curbing impulsiveness or even curbing your enthusiasm.

Consider the other person -- state of mind, emotions, time schedule to assess whether it's a good time to talk about a particular subject. Do this beforehand. During conversations, if you get unexpected negative reactions, think about whether it's that the other person is simply not ready to hear what you have to say. Maybe it's best to continue at another time.

Timing is particularly important with emotional or tough conversations. It's always good to ask -- "I'd like to talk to you about [topic]. Is it a good time now?"


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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Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

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Hundreds of tips and techniques for dealing with nasty people.

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