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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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Attached vs. Detached Communication Styles



Comparing Emotive (Attached) vs. Non-Emotive (Detached) Communication Styles

It's possible to argue that detached vs. attached communication styles also pertain to thinking styles. Take a look.

Attached Communication Style

¬†Issues are discussed with feeling and emotion, conveying the speaker's personal stake in the issue and the outcome. This shows the passion someone feels in a situation or for an issue. (If it’s important, it’s worth getting worked up over!).

The overlap with cognitive styles comes where arguments are entertained, and offered, on the basis of their emotional pull for him or her, and less on the logical soundness of the argument.

Also, the emotive/attached style involves more demonstration, gestures, and behaviors we normally associate with passion. Like the phrase "wearing one's heart on one's sleeve".

Detached or Non-Emotive Communication Style

Issues are discussed with calmness and objectivity, conveying the speaker's ability to weigh all the factors impersonally. It is important to be objective. (If it’s important, it shouldn’t be tainted by personal bias!).

Detached communicators act as if they aren't factoring in emotions in their arguments, although they may do so without knowing it -- an unconscious process.

 

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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Robert Bacal

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Our Related Websites

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

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

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We Believe

  • 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.

Get in Touch

  • Phone:
    (613) 764-0241
  • Email: ceo@work911.com
  • Address:

  • Bacal & Associates
  • 722 St. Isidore Rd.
  • Casselman
  • Ontario
  • Canada, K0A 1M0





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