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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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An informal leader is someone within an organization or work unit who, by virtue of how he or she is perceived by his peers (or others in the organization) is seens as worthy of paying attention to, or following. The major thing that distinguishes an informal leader from a formal one is that the informal leader does NOT hold a position of power or formal authority over those that choose to follow him or her.

The ability for an informal leader to influence or lead others rests on the ability of that person to evoke respect, confidence, and trust in others, and it is not uncommon for an informal leader to NOT intentionally try to lead.

Informal leaders can be exceedingly valuable to organizations, and to the success of formal leaders, OR, if informal leaders do not support the formal leaders and their agendas and vision, they can function as barriers in the organization.

For more on informal leaders:

Understanding Informal Leaders In Organizations (and Benefiting) by Robert Bacal
Developing The Informal Leaders In Your Organization by Robert Bacal
Benefiting From Informal Leaders In Your Organization by Robert Bacal

What Is An Informal 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.

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Angry Customer Guides and Defusing Techniques
Hundreds of tips and techniques for dealing with nasty people.

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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.
  • 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.