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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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Servant Leadership - A Collaborative Approach

Servant leadership is an approach to leadership coined and explained by Robert Greenleaf who suggests that effective leadership is not about doing something TO followers, or manipulating people, but involves serving their needs (hence the use of the word servant).

That's not to say the needs and goals of an organization come second to what the employees in that organization want, but that the servant leader becomes responsive, aware of and in touch with those in the organization that actually do the work of the organization. It becomes a balancing process.

One of the reasons servant leadership makes a great deal of sense is that it recognizes a reality of human functioning. Whether leaders acknowledge it or not, power, per se is a collaborative element. That is, a leader's power derives from the willingness of people in that organization to recognize this power and authority, and to work with a leader. In situations where a leader loses legitimacy, and respect, and where employee refuse to "do as they are told", it becomes obvious that leadership power is at least, a partial myth.

In other words, servant leadership tells us that leadership is collaborative and cooperative, and those that follow consent to be lead, and cannot easily be coerced into following, particularly over the long haul. Building trust, using empathy, listening to and being responsive to followers, and the ethical use of power are cornerstones of servant leadership.

If you are interested in books outlining the principles of servant leadership by Robert Greenleaf, click here

What is Servant Leadership - Greenleaf


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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Hundreds of tips and techniques for dealing with nasty people.

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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.