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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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Leadership Skills Development-The Six Measures of Leadership Development
By Peter McLean

Editor's Note: Sometimes we forget that leadership is not only a "good thing" but that effective leadership has to improve results. Is it possible to measure or evaluate the bottom line effects of good leadership? Here are six measures related to the application of leadership skills.

The wealth of experience and knowledge accumulated in value based business is extraordinary. All of the business is aligned and integrated with its Mission, Vision and Values. All of its systems, policies and processes are built on this strong foundation.

Leadership skills development is business based and in keeping with the small business plan. In this way, it demonstrates congruence with the world's best practice. Successful business owners maintain excellence in everything that is done through building the pursuit of excellence into the very fabric of the business.

Individual effort, team effort, and businesses exhibit laser like focus and single mindedness in execution. Everything is integrated and aligned. Everything is subsumed to the belief system of the business, as spelled out in the foundational elements of Mission, Vision and Values.

Day-to-day activities and business initiatives deliver a return on leadership skills development, executive leadership training and business career building in the form of superior human resources and measurable results in improved customer outcomes.

Leadership skills development is a proven commodity. In today's world, success in business can be measured in inches. You only have to compare the business that makes this investment in its people to one that doesn't.

There are six key measures that demonstrate superior value.


Productivity
When you invest in your people and show them that you value their effort, they go the extra mile. The value based business creates value in its people. Talent is attracted to a business that creates meaning and purpose for them. The business becomes a cause for them. The value based business attracts learners and energetic employees. This energy translates into action and positive results. The integrated and aligned business culture produces positive outcomes and exploits and enhances opportunities that increase productivity gains through every area of the business.


Outcomes Oriented
The business that invests in its people manages by objectives, projects and clearly defined goals that are spelled out in the small business plan and then cascade into team plans and individual work plans. The ethos is characterized by everyone taking personal responsibility, accountability, self-management and self-correcting action. These qualities of good leadership are worth their weight in gold. Non-performance is easily spotted and can be addressed quickly. The whole business and achieving its objectives are at the forefront of everyone's mind in this kind of environment, and it exhibits itself in improved outcomes and financial results.


Raised Business Capacity Through Generating New Ideas
In the value based business, everyone is on a path of rapid learning. This is achieved by managing to objectives and completing projects. The ideas that bubble up within such an environment are astounding. Everyone is coming up with new ways of doing things because the evaluation of project progress and completion is continuous. Small, marginal improvements, insights from mistakes made and embryonic thoughts build into a new service development or product range. The value based business of today thrives on these new ideas, and even when they are rejected, it is on the basis of the overall integrated and aligned approach.


Equity
Employees in the value based business feel like they belong. They own the place; they own the brand. They are proud to be part of an exciting and vibrant business. This equity is demonstrated by the quality of conversations between people. Leadership in these kinds of environments is seen as a function of stepping up to the plate when something needs to be done and not about a position or title that someone holds. Leadership is a choice you make, not a position you carve out for yourself.


Practical Skills
Managing to objectives and delivering on projects teaches practical skills. From landing a new major contract, to orienting a new employee or a small marketing exercise, all have within them the capacity to build very practical skills in employees.

Dealing with people, logistics, marketing, sales, distribution, product development, leadership, management tasks, planning, customer relations, the list goes on and on - it's endless.

In the value based business environment, practical skills development is a key measure.


Innovative Responses
The value based business environment is a hot-house of innovation. Innovation is simply the speed at which a new idea emerges to a deliverable product or service on the ground.

Successful businesses achieve this return on their investment leadership skills development faster than anyone else. The foundational platforms are in place; the return on investment is assured.

They are always thinking about the next thing. They are future-oriented, and they never allow themselves to rest on their laurels.

Peter McLean is a highly experienced Coach, Senior Manager, Consultant, Business Owner and Company Director. He successfully coaches top Executives in some of Australia's leading multi-national companies. One such Senior Executive recently won an International Award for Excellence within his particular field. In addition, Peter works extensively in the Public, Private, Commercial and Not-for-Profit sectors, delivering outstanding results for his clients. To learn more of how you can benefit from Peter's experience, visit the Essential Business Coach web site!

Article Source: http://EzineArticles.com/?expert=Peter_McLean
http://EzineArticles.com/?Leadership-Skills-Development-The-Six-Measures-of-Leadership-Development&id=368912

 

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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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