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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
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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)
Another satisfied reader

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How People Differ In How They Communicate



Communication Styles, Preferences And Models

Individuals are all different of course, particularly in how they communicate, or their communication styles. You are probably familiar with the following differentiation: assertive, passive and aggressive "styles" of communication, since that's the simplest, and best known "model of communication".

There are many others that can help you understand why you may "click" with some people, and have huge difficulties communicating with others, so we're going to look at various style and preference models.

There is no "right" or best model, as there is no "right" or "best" way of communicating, so the key is to try to find something that works for you.  

 

General Information About Communication Models And Styles

Different Dimensions and Styles Of Communication

In this section, we'll look at some specific dimensions of communication. Any communication can be characterized along the lines of these dimensions, and when a person has a preference for one over its opposite, we say that s/he has a specific communication style.

Understanding these different dimensions can help us tailor our communication to the other person. There may cultural differences that push people to one or the other of the poles of the specific dimension.

 

 

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.

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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.

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  • 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.

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  • Casselman
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