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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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)
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!