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If It Wasn't For The Customers I'd Really Like This Job: Stop Angry, Hostile Customers COLD While Remaining Professional, Stress Free, Efficient and Cool As A Cucumber. Paperback – Feb 28 2011

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Product Details

  • Paperback: 188 pages
  • Publisher: Createspace Independent Publishing Platform (Feb. 28 2011)
  • Language: English
  • ISBN-10: 1452803803
  • ISBN-13: 978-1452803807
  • Product Dimensions: 20.3 x 1.1 x 25.4 cm
  • Shipping Weight: 485 g
  • Average Customer Review: Be the first to review this item
  • Amazon Bestsellers Rank: #122,120 in Books (See Top 100 in Books)
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Product Description

About the Author

Robert Bacal has spent the last thirty years teaching at university and college levels, and training people like yourself in a variety of business topics including customer service, performance management and appraisal, strategic planning and more.

His books published primarily by McGraw-Hill have sold hundreds of thousands of copies world wide and been translated into Chinese, French, Spanish and other languages.

Robert holds a Masters degree in Psychology and specializes in the use of language and psychology to improve human relationships. His education and experience allow him to offer a unique and PRACTICAL perspective on relationships whether they be between manager and employee, staff member and customer, and even husband and wife.

In addition to consulting, writing books and offering conference keynotes and training, he also has built and makes available a number of content rich websites free of charge on customer service, leadership, management, and relationships.

He lives near Ottawa, Ontario, Canada.

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Most Helpful Customer Reviews on Amazon.com (beta)

Amazon.com: HASH(0x9c0811d4) out of 5 stars 12 reviews
11 of 11 people found the following review helpful
HASH(0x9ba964f8) out of 5 stars So helpful! June 12 2012
By E. Meehan - Published on Amazon.com
Format: Paperback Verified Purchase
We own a small business with our employees working mainly in people's personal residences, but we handle the phones. And let me tell you, we had NO IDEA how insane and abusive people could be over the phone. Worst of all, we didn't know folks wrote books about dealing with difficult people in a customer service sphere, hence we had an extremely difficult time the first year of owning this business.

This book has been a life saver. I loved the title, the picture was spot on to how I felt many a time with a raving, angry, pissed, annoyed customers. I felt powerless, demeaned, and disrespected.

This book shows you how to deal with all these types of folks, and gives you psychological reasons for why they act the way they do. It walks you step by step through different situations and addresses how how to not take things personally, so you don't go home at night stewing about some jerk how made you feel like scum. Most importantly, it shows you how to take care of the customer's problem(s), without getting drawn into their drama and taking their bait.

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!
3 of 3 people found the following review helpful
HASH(0x9c13a7e0) out of 5 stars A great book to strengthen your interpersonal skills!! Nov. 25 2013
By C. Taylor - Published on Amazon.com
Format: Paperback
Oh my goodness! I can't even remember how I came across this book. I was looking on the internet for something or other. I found it on the website of the author I believe. This book is EXCELLENT! Everyone needs this whether you are working directly in customer service or not, you need to get this book! It is well worth the $14 I spent on it! This is a book of great value for anyone who deals with other humans. So much valuable insight about how to deal with many different types of difficult and challenging situations whether in person, online with email or social media, via email or on the phone! Get the book! Read the book! Apply the knowledge in the book and find more success with your interpersonal interactions!
4 of 5 people found the following review helpful
HASH(0x9b906954) out of 5 stars A must for anyone serving the public June 21 2011
By Lisa S. - Published on Amazon.com
Format: Paperback Verified Purchase
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.
2 of 2 people found the following review helpful
HASH(0x9b8fafcc) out of 5 stars Taking it to the Next Level and Beyond July 20 2013
By MacyOK - Published on Amazon.com
Format: Paperback Verified Purchase
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!
1 of 1 people found the following review helpful
HASH(0x9bb66d50) out of 5 stars good info Dec 21 2012
By nj - Published on Amazon.com
Format: Paperback Verified Purchase
i like the book and he makes sure to specify over and over the things you need to remember. working with difficult people on the phone is always a challenge and this gives you some great tips.