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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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What Are the Six Different Categories of Types of Non-Verbal Communication?



There's more to non-verbal communication than most people think

Most of us know just enough about non-verbal communication to be dangerous, and end up over-simplifying it. There's a lot more to it than most lay people understand. There are actually six different kinds or categories of non-verbal communication. Some are most valuable for professional public speakers, while some are not valuable for "regular people". Here's the categories in brief. For more detail about each one, click here to go back to the non-verbal main page.

Paralanguage:

Paralanguage refers to what most of us would call "tone of voice" but it also includes

  • Vocal Quality
  • Vocal Modifiers
  • Vocal Identifiers
  • Voice Quality

Sign Language:

Sign language includes forms of oral speech where numbers, punctuation and words have been supplanted by gestures.

Gestures and Body Action:

Action Language includes all gestures, posture, facial expressions and movements that are NOT used exclusively as substitutes for words.

Object Language:

Object language refers to the display of material things -- art objects, clothes, decoration of a room, physical appearance like hair styles and so on.

Tactile Communication:

Tactile communication is communication that occurs via touch.

Space and Time Communication:

This has to do with how space and time are used to communicate. The most common example here is the use of interpersonal space.

 

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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  • Training sessions should ALWAYS be customized to fit YOUR context.
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  • 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
  • Ontario
  • Canada, K0A 1M0





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