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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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You'd think that the popularity and availability of technologies, particular ones that "make communication easier", like email, cell phones and pagers, would make it easier to be an effective leader. And certainly being able to communicate with others everywhere and at any time "might" be helpful. But the truth is that reliance on these technologies can actually impede effective leadership. Here's why.

The ability to lead rests on how followers perceive the leader. For example, leaders who are seen as aloof, uninvolved, uninterested, particularly uninterested in their followers as people, tend to have more difficulty connecting with with their people, and inspiring them to better performance and loyalty.

Unfortunately, many of the newer communication technologies are ineffective in terms of creating people to people connections. While it's tempting to spend your time (seemingly more productively) by communicating via email, phone or even electronic group meetings, it creates a sense that you lack an interest in your people. While these technologies may be effective at conveying facts, and similar kinds of information, they are "flat" emotionally.

They do not inspire or capture and convey the personal characteristics that people expect from leaders.

So, do not use technologies to replace personal contact. Use the technologies for the transfer of information and facts, but never rely on them to help you establish and maintain a "leadership profile".

Something else: While techno-communication may allow you to communicate with someone at any time, doing so often results in disrupting the other person's activities. It also creates the impression that the leader views the employees as at his or her beck and call, and once again, makes it appear the leaders is uninterested in the person as a person.

Can reliance on technology interfere with being an effective leader?


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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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.
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  • 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.