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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)
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Why is it important that all parties in communication have the "same type of conversation?



Different Purposes Breeds Misunderstanding

People communicate for different reasons and in different ways. There are different kinds of conversations. When two people are communicating for different purposes, or having "different conversations", there's a good possibility that conflict and misunderstanding will occur.

For example, consider a married couple. One person is trying to be reassured that the other person loves him or her, while the other is having a casual conversation without any particular purpose. The person wanting reassurance doesn't get it, not because the other person doesn't love him or her, but simply because it's not obvious that that's what is desired. Meanwhile the person having a casual conversation may perceive the other as too intense. The result? Hurt feelings.

Another example having to do with task oriented versus relationship oriented communication in a work team. George focuses on completing tasks and getting the job done, so most of his talk has to do with the nuts and bolts of solving the problem at hand, while not paying much attention to being polite, or respectful to others.

On the other hand, Bob is more relationship oriented in terms of communication, and wants everyone to be happy or comfortable, and is conciliatory, and tries to involve everyone present in the conversation.

What happens? George feels that Bob doesn't care about getting the job done, and sees Bob as interfering with why the group is interacting or meeting. Bob, however, feels that George is mean-spirited, and doesn't care about the people present. Conflict is an almost inevitable outcome here unless people realize that both are operating in good faith, but simply taking on different roles, or, in effect, having different types of conversations.

 

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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.

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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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