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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

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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No, It's Not A Lack Of Appreciation

Why I Don't Routinely Thank People For Reading Or Commenting On What I Write


I've noticed that on social media, people tend to thank those who read their posts or comment on them. Some do that for almost every single comment made, which clutters up the thread for users hoping for substantive information and discussion.

Yes, I'm Appreciative

I AM appreciative of readers and comments. After all, if there were none, there would be nobody to write FOR, and I'd feel too isolated from readers. I'm even grateful.

So, why don't I routinely thank those who comment?

It's About My Perceptions Of Value

It's pretty simple. Readers and commentators are not doing me favors. I'm not the waif like beggar on the street saying, "Hey buddy, got any spare comments?"

It's not like that at all.

Because my writing credo is to produce articles that will help readers accomplish something they want to accomplish, my writing, at least I'd  hope, provides VALUE to readers. They are gaining something from the fruits of my keyboard (or they'll just move on anyway).

I don't have any idea what value people get unless they tell me, so that's one reason I like comments.

BUT, why should I be thanking people when I'm giving away my material in the spirit of helping?

In other words, I am giving THEM something and I hope something of value rather than the opposite.

Social Media and The Devaluing Or Expertise and Writing

This ties in with a distinct shift in how expertise and writing are perceived as a result of social media. Anyone can write and anyone can try to demonstrate their expertise, and that's fine.

However, it's glutted the market for eyeballs, such that writers start to feel they should be grateful for the comments coming from the eyeball owners.

It used to be, when it required various skills to produce content for online consumption, that readers would thank the AUTHOR for providing content. Now it's the other way around.

I don't like it, and I'd rather not contribute to the idea that writers are so desperate for attention and readership that they need to thank each reader and or commenter.

Am I Rude?

Maybe. Maybe not. So let me reclaim my positive image here.

I thank people for comments that make me think, that are things I haven't thought of, and shed additional light on the topic. Or occasionally, just because I feel like it.

I just don't do it routinely. I do try to respond to comments if there's something to respond to - some content, but I tend not to respond to reader thank you's either. Cluttering up streams with lots of thank you's and you are welcome's just kill too many electrons, which are getting scarcer.

Neither do I expect thanks from writers on whose posts I comment.

In any event, here's a blanket thank you if you comment on this. Thanks. And if I wasted your time by writing junk, then I DO apologize.



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.


Robert Bacal

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Building Bridges Between Home And School For Educators
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Hundreds of tips and techniques for dealing with nasty people.

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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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