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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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False Dichotomy Makes For A Confusing Myth About Leaders

If you've look at any literature on leadership, you'll certainly have come across the statement -- Leaders are made. You have almost certainly come across the term "born leader" as used in common speech. Both are equally wrong and misleading in ways that have practical implications, particularly for leadership development.

In Western society we have a tendency to want to dichotomize things. Something is one thing, or the opposite. Leaders are born. Leaders are made. Like the nature-nuture controversies in Psychology, though, the truth lies somewhere within the two poles.

First, it is certainly true that some personality traits and characteristics (which may in fact be somewhat (but not entirely genetically determined) can make it easier or, for that matter, harder to be successful in leadership roles. Or, that very early experience in childhood may predispose some people to be better in the leadership role. So, there is a contribution of things "born", or things that operate in early life.

Second, there's also no question that people develop as leaders over time, and they are "made", supported by others, and improved by their own effort. That does NOT mean that everyone is equally able to function in a leading role, or equally able to develop into successful leaders.

When you understand that effective leadership involves things that are learned, but also related to a person's ability to learn those skills (and personality approaches, beliefs formed early in life, etc), then it changes how one goes about developing leaders. Obviously the best allocation of resources to develop leaders within an organization will take into account potential (including "born" components), and skill building (the "made" component).


Leaders are Born, Leaders are Made - Two Leadership Myths


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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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.

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