Most Popular Features

Leadership Questions and Answers

Special Help: Prevent and Master Angry and Difficult 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

Available In Print From The Following

buy it at amazonBuy it in Canada from amazonBuy it in the U.K/Europe

Available As Instant Download At

Buy it in Kindle Format (lowest cost)

Download in PDF Format For Exact Printed Replica

Leadership Models and Theories

Top : Leadership Models and Theories - Perhaps the reason there are so many models and leadership models and theories is that we really don't know much about the whole process of leading and following, but it's a fascinating and important topic. Here we'll provide links to articles on models and theories of leadership.

  • Classical models of managerial leadership: trait, behavioural, contingency and transformational theory By Michele Erina Doyle and Mark K. Smith
    What is leadership? Here Michele Erina Doyle and Mark K. Smith explore some of the classical models of leadership. In particular they look at earlier approaches to studying the area via the notions of traits and behaviours, and to what has become known as contingency theory. From there they turn to more recent, 'transformational' theories and some issues of practice. (Added: 14-Jan-2010 Hits: 1640 )
  • Leadership Theories - Eight Major Models By na
    Interest in leadership increased during the early part of the twentieth century. Early leadership theories focused on what qualities distinguished between leaders and followers, while subsequent theories looked at other variables such as situational factors and skill level. While many different leadership theories have emerged, most can be classified as one of eight major types pop (Added: 14-Jan-2010 Hits: 3011 )
  • Ten Signs of an Incompetent Leader By Chris Ortiz
    This small article is a plug for a book about leadership, but it does discuss 10 weaknesses that an incompetent leader will display. Determine if you see yourself in any of the ten signs. If so, recognizing a weakness is the first step to change. (Added: 25-Feb-2010 Hits: 970 )
    Inspirational leadership perspective.For this dynamic of leadership to happen, for a leader to be able to cultivate an environment where leaders are nurtured within the group, he/she must ascend to the class of an Inspirational Leader. To attain this requires 8 ascents of psychological awareness. (Added: 19-Oct-2011 Hits: 422 )

Related Topics To This One


| Library Home Page |
Pages Updated On: 23-Nov-2015 - 12:33:34


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

About The Company
About Our Seminars
About Our Websites
Privacy Policy

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.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

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.