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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)
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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)
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Kitchen Sinking Communication - Anger Provoking and Unfair

What is Kitchen Sinking?

Kitchen sinking communication is familiar to most of us, since probably all of us have been on the receiving end of it. And unfortunately, most of us have used this destructive form of communication now and again.

Kitchen Sinking is Dirty Fighting
Learn To Fight Fair

Fighting fairly is an important skill set whether at home with family members or at work. Fighting dirty may help you win an argument, but you'll lose the war.

Our Learn To Fight Fair Helpcard will guide you so you argue constructively. Free preview.

Kitchen sinking involves throwing all kinds of events, or misdeeds of another person, at them all at once. In it's worst from a conversation about who's supposed to take out the garbage today might turn into a discussion of what someone did ten years ago. It's an extremely destructive way to communicate, because:

  • it focuses on the past over which nobody has control
  • it overwhelms the person on the receiving end, and the present issue almost always gets lost
  • it destroys trust between people

You should know that kitchen sink communication is common, particularly in marriages, but it also happens in the workplace, and is a "normal" but unfortunate way of communicating. Often it happens because a person stores up his or her hurts or perceived slights, until the point when the tide of anger can't be held back. For some other people, kitchen sinking can be a way of trying to feel better about themselves, or to justify their anger, or feelings of being hard done by.

In any event it's a poor way to conduct oneself.


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

Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

Customer Service In Government

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  • Casselman
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