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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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What is the difference (and importance) of task oriented communication and relationship oriented communication?



First, why is it important that we understand the difference between two "styles" or approaches to communication? When two people communicate they form perceptions of each other. When they differ in terms of how they are communicating (and why), there is a risk that each will perceive the other as obstructive or difficult, not because they are difficult but because they are communicating to different purposes. Hence, you can have conflict that comes, not from disagreement about the issues, but simply because of communication style or purpose differences.

A common stylistic difference involves the degree to which a person is communicating in a task oriented way, or a relationship oriented way. Both are valid and equally useful ways of interacting, but serve different purposes.

Someone using a task oriented style focuses on "getting things done" efficiently, and is less focused on developing and maintaining good interpersonal relationships with the other person. The relationship oriented person is less concerned with getting things done, but more interested in buliding and maintaining good relationships with people and ensuring others are comfortable with the interactions.

They are not mutually exclusive, and people can shift from one to the other, although people have a tendency to go one way or another.

What's important is that any work group or team requires both functions, or roles. Neither is inherently better or worse. However, when conflict occurs in groups, it's useful to analyze whether it's simply a result of different approaches to communication.

 

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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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