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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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Implicit Beliefs, Articulated Beliefs and Beliefs In Action

The effects of values and beliefs on leadership behavior is an interesting field. And it's a bit more complicated then one would think at first glance. The link between links and values and leadership behavior is a lot less firm than one would think.

First, let's not downplay the link. What a leader believes about people, his organization, or herself affects what he or she does. That's why understanding oneself is considered by some leadership experts to be an important part of leadership development and becoming a better leader.

How do values and beliefs affect leadership behavior?

Consider this about beliefs and values. Articulated beliefs, or explicit beliefs and values are those that the leader openly acknowledges -- they are also called espoused beliefs. However, there's often a gap between the beliefs and values a leader espouses and their behavior. There's often some inconsistency as also occurs with people in non-leadership positions. People often do things that conflict with the values they claim they have.

Conflict between espoused public views and leadership behavior is problematic because it makes it appear that the leader is not being honest about his or her beliefs.

Then there are implicit beliefs. This are beliefs and values that are what the person "really" believes in, but may not be completely available to the person him or herself. They operate with less conscious attention, and tend to be more consistently linked to behavior.

Finally there are beliefs in action. One of the best ways to learn about one's beliefs and values is to look at behavior, and infer that if one acts in a certain way (particularly in a consistent fashion) then the person has beliefs that cause that behavior.

The important thing here for leaders is to try to make these three types of beliefs consistent with one another, or to bring them all in line. This takes conscious effort and working towards increased self-awareness.


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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