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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
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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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Transitional Leadership

Top : Transitional Leadership - Organizations often are in situations where there are changes in leadership, or there are transitions in leadership. Here's some help with dealing more effectively with them, particularly if you are a leader within a transitional period.


  • 18 Ways to Take Charge -- Fast By n a
    There are few career moments as exciting -- and these days, as perilous -- as taking over the top job at a company, business unit, or department. But what exactly do you do once you're in charge? This online guide provides 18 tactics -- and case studies -- to help you take the reigns running. (Added: 16-Feb-2007 Hits: 1523 )
  • Insights About the Leadership Transition Process - Resource Center - AFP By John Corwin
    During the past seven years serving a wide variety of nonprofits as interim chief executive (seven in all), I've frequently been asked to describe what it's like for an organization to transition to a new leader. Below you will find a brief summary of some key insights I have developed in the course of my experiences. (Added: 16-Dec-2009 Hits: 737 )
  • Leadership Transition in Nonprofit Management - Associated Content - associatedcontent.com By Corey Rodley Irons
    Sooner or later it happens...even in a nonprofit agency, inevitably leadership leaves. Whether it is a dedicated board member, a founding director or a long-time fiscal director, the time will eventually arrive when people leave and new people must be hired to fill the positions. Unlike a larger business or for-profit corporation, nonprofit organizations are often unprepared for transition on a leadership level. Having depended on leaders to wear many hats and hold together a agency on a shoestring budget, trying to find qualified and satisfactory replacements may seem like an insurmountable challenge. (Added: 16-Dec-2009 Hits: 632 )
  • Planning for Leadership Transition By Sylvia Vriesendorp
    An effective change in leadership from one chief executive to another is key to an organization's survival. A transition tests the organization's ability to renew itself, so that it can continue to fulfill its mission in a changing environment. A successful change in leadership preserves the organization and the trust of its stakeholders, and allows it to grow and adapt to meet new challenges with imagination and enthusiasm. (Added: 16-Dec-2009 Hits: 511 )
  • Prescriptions for Managing the Leadership Crisis By n a
    "When you manage the process of replacing a chief executive, you have to be agile in your communications and decision-making. It is important to avoid a power vacuum. You need to avoid dead time and rumors," says Barba Vera. He provides the following steps for managing the crisis. (Added: 4-Apr-2007 Hits: 923 )
  • Taking Charge By Micheal Watkins
    The author outlines seven common traps that leaders fall into during the transition period that can seriously undermine their chances of success. This article is based on Watkins' new book, 'The First 90 Days: Critical Success Strategies for New Leaders at All Levels'. (Added: 6-Feb-2007 Hits: 1681 )

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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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