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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)
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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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Understanding conversations for better communication



How can understanding different types of conversations make me a better communicator?

When most people talk and interact, they don't usually think consciously about what they are trying to achieve, the kind of conversation they want, and think about those things from the perspective of the other person. But the truth is there ARE different kinds and types of conversations. When we are consciously clear about what we want as a conversational outcome, and the kind of conversation we want, we are able to a) work intentionally to create what we want, b) consider what the other person wants, and c) be better communicators.

For example, here are a few different conversation types:

Debate: Two people intentionally taking opposites sides for the purposes of stimulating discussion and thought.

Argument: Two people taking opposite sides for the purpose of winning, and causing the other person, or an audience, to support their position.

Dialogue: Two people talking to understand each other, and to create shared meaning, often so that solutions to problems will be acceptable to both parties.

Clearly, how you conduct yourself (for example, what you say, how you talk in terms of tone, etc) are (or should) be different depending on the type of communication you are involved in.

By being clear about your own intent, you can avoid moving into a mode of communication that is ineffective for what you want to create. For example, the methods you might use to win an argument are almost certain to destroy a dialogue.

 

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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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Hundreds of tips and techniques for dealing with nasty people.

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