This is a short (3 minute) video from the author of the book, with a focus on strategic planning. It's mostly promotional but it does address the problematic process of taking something from another organization, and trying to transplant it verbatim to one's own organization.
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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