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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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Transformational Leadership - More of a Partner Approach

If transactional leadership involves the use of leadership power over rewards and punishments to "lead", transformational leadership can be characterized as a process where leader and followers work together, in a way that changes, or transforms the organization, the employees/followers and the leader.

It recognizes that real leadership involves transformation and learning on the part of follow AND leader. As such it is more of a partnership, even though there are power imbalances involved.

While transactional leadership involves telling, commanding, or ordering (and using contingent rewards) transformational leadership is based on inspiring, getting followers to buy-in voluntarily, creating common vision.

Transformational leadership is what most of us refer to when we talk about great leaders in our lives and in society.

The term itself is associated with James McGregor Burns, who made the distinctions between transformational and transactional leadership. Not a household name, but certainly a pioneer, you can find more about J.M Burns leadership work by clicking here.

Bernard Bass was a disciple of J. M. Burns and has extended the original works and distinctions between transformational and transactional leadership. For a bit more on Bass, and others working in this area click here.

Transformational Leadership Explained

 

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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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.