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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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Communicating On Twitter

The Challenges Of Effective Communication On Twitter

According to recent statistics, over 600 MILLION tweets a day are sent. That's a staggering amount of participation, and presumably, those sending those tweets are trying to communicate with others.

Except, apparently, there's little exchanging of meaning on Twitter, and little effective communication, at least relative to the amount of text being transferred.


Twitter A Poor Medium For "Most" Messages

There are a lot of reasons why this is the case, many stemming from the character limits imposed by Twitter.

Those limits are a double edged sword. On one hand they make it easy to post tweets; it hardly takes any thought to do so, which is one reasons there are so many tweets.

On the other hand, those limits make it hard to communicate unambiguously about a topic of any complexity. People use Twitter to send messages that require no effort, and consequently, readers of tweets spend equally little effort reading them.

Here's a few more reasons for Twitter being a poor communication medium.

Tweets are disposable and transient. The life of a tweet (the period in which it will be read or responded to is measured in hours (1-3 hours).

The ambiguity of tweets resulting from brevity means that meaning is, by and large based on the reader's ability to guess about what's behind each tweet. The same tweet, since it lacks a lot of information, can mean many different things depending on the reader.

Context is often lacking. Tweets tend to be read standalone, rather than as part of a flow of conversation. People don't track back the stream to read whole conversations.

What Does Twitter Communicate Well?

Twitter's strength lies in communicating simple facts and news, and when people can dig into details via attached links, at least provided they are interested.

The ease of tweeting, which is a downside for complex communication, is a strength when it comes to reporting on activities, or news on the spot. With millions upon millions of people who can tweet on the spot, Twitter has become a way of communicating news. Not always accurately, but certainly with an immediacy that cannot be matched by conventional media.


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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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.
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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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