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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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Is it possible to NOT communicate?



It's impossible to NOT Communication

Common usage of language contains phrases like "He doesn't communicate with me", or "He's uncommunicative", giving us the impression that it's possible to NOT communicate. In fact, that's impossible. It's possible for someone not to talk to another person, but it's not possible to NOT communicate anything at all.

That's because communication does not involve just words, but it also is related to behavior, and unless one is dead, one always "behaves". Even staying still is a behavior. Silence communicates. Our bodies communicate non-verbally. So, so long as there is life there is communication, even if the person is intentionally trying to cease all communication.

In addition to sender side issues, keep in mind that human beings, and probably many living things are wired to extract meaning from the environment, so meaning will be created regardless of the intent of the sender. The receiver is wired to receive communication, however subtle.

Communication As Meaning

If you think of communication as meaning, things make more sense, since meaning comes from the "sender's" behavior, and the "receiver's" behavior. Even if the sender isn't actively transmitting (let's say sitting still without any obvious activity at all), the RECEIVER will attempt to interpret and create meaning from that.

The process of interpreting never stops, and while EFFECTIVE communication may not be occurring, communication is going on.

So, the answer is no. One cannot NOT communicate.

 

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.

Customer Service In Government

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  • Training sessions should ALWAYS be customized to fit YOUR context.
  • Our role is to make you self-sufficient and self-sustaining.
  • 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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  • Email: ceo@work911.com
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  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0





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