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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

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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Importance Of Credibility For Leadership Success

First, if there is one defining characteristic of leaders who are effective over long periods of time, it's that they behave in ways that cause people to see them as credible. That means that they are believed, and trusted, both in the specifics of what they say, and generally, as people.

How do they do this?

First, credible leaders are consistent in their words and their behaviors. They are not constantly shifting courses, and reversing their decisions. They do not shift their leadership and management styles here and there. They are relatively predictable.

Second, they are honest to the degree that it's reasonably possible to be so. That may sound odd, but leaders may be in positions where they cannot reveal everything they know to followers. In this sense honesty does not necessarily mean sharing everything (since some things often need to remain confidential). It does mean that what a manager can share is the truth, even if it may not be the whole truth.

Third, credibility and trustworthiness occur through personal contact, and effective interpersonal communication. For example, as we've indicated elsewhere, a responsive leader will be perceived as more credible and trustworthy as compared to a relatively non-responsive leader. And, a leader who knows when to interact face-to-face (rather than, let's say via email) will tend to be seen as more credible, and inspire greater loyalty compared to a leader who uses (or misuses technology based communication.

Of course, there's much more to the psychology of creating credibility, but it can be boiled down to this: Employees and followers will watch the leader, and look for the degree to which the leader behaves in ways consistent with his or her expressed values. In other words, walking the talk, while a bit of a cliche, is absolutely critical.


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.
  • 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.