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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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Paternalistic Leadership Approach - What Is It and Is It Outdated?

Paternalistic leadership is an approach that is based, intentionally or unintentionally, on the idea that the leader is in a better position than the followers to know best what is good for the organization, or the followers. In a nutshell it's the "leader as expert father figure".

In today's climate where participation and involvement in the workplace are much more popular than before, the paternalistic leader often acts in ways that many leadership gurus would criticize.

The reality is that most leaders sometimes act in paternalistic ways, and make decisions on behalf of followers that work out well, and it's also a reality that leaders sometimes (or in fact, often) are in positions that allow them to have information and expertise that others in the organization may lack. The issue is whether leaders acting in paternal type roles make decisions that would be better than if followers made them or had extensive input into them. There is really no definitive answer.

However, when paternalistic leadership incorporates an over inflated ego, and a strong refusal to keep in touch with followers in an organization, it's often the case that the leader becomes harmfully dictatorial and makes poor decisions.

The strong belief that a leader "knows best" (when it is held by the leader) can lead to catastrophic results. That said, leaders should recognize that part of leadership is being "in front", rather than "leading by consensus", or "leadership by poll".

It's also important to be aware of the fact that many people who would be in a "follower role", may want to be lead by someone who they perceive "takes care of them".

What is Paternalistic Leadership?

 

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.

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  • Training sessions should ALWAYS be customized to fit YOUR context.
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  • 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.