The Customer Service Zone

The Free Resource Center For Learning How To Improve The Quality of Customer Interactions

Compiled and Written By Trainer, Author & Consultant Robert Bacal

Robert taking a break in his defusing hostile customer serminar with this classmember

Thank you for visiting and having an interest in the improvement of customer service so that everyone benefits - organizations, customers, management and employees. Our goal is to provide the tools, knowledge and understanding to achieve that.

One thing to make clear. Customer service is a business tool. It serves the company as well as "serving" the customer. As important is that good customer service isn't just "being nice" or "doing the right thing". Providing quality customer service and learning the skills reduces stress, saves time, and can return an increased enjoyment of customer service jobs.

PS. We want to hear your comments and ideas about our articles, the site, and on any issues related to customer service, no matter if you are a customer, customer service employee, call center manager. Contribute and you never know, you might win something!

Bacal on Customer Service

Robert Bacal is a noted writer, consultant, and seminar leader on the subject of customer service. He shares his unique view on customer service and customer experience in the:

Best yet, it's all free.

Free Customer Service Book Excerpts

Robert has authored three best selling books on customer service. While we'd like you to buy the books, we also offer a wide range of free excerpts from the books, and of course it's no charge. Free customer service excerpts are here.

Learn About Our Customer Service Seminars

We specialize in building skills to deal with the difficult, demanding, angry and hostile customer. All our seminars are custom designed and use actual examples from your workplace.

Defusing Hostile Customers Seminar For Government
Defusing Angry Customers For Business and Non-Profits
Presenting To DIfficult and Hostile Groups

The Best In The World Search Engine For Customer Service

We got tired of using the general search engines to find customer service material. Too much spam and self-promotion, so we created our own. Our customer service search engine collects the best, hand picked, human picked sites that offer significant amounts of free material to improve customer service skills. It's what we use for research.

The Customer Service Library

A labor of love, our customer service library contains over 1,000 articles (and growing) handpicked and content rich. It's all organized by topic, and its often updated. Think of it as the best on the web for all customer experience, CRM, customer loyalty and service materials. All free, and mostly registration free.

Go to the customer service library right now.

Even More

There's a lot more. There's book recommendation, a blog, a free video section, and from here you can access all of our other websites on topics such as conflict management, performance management and improvement, strategic planning, communication and leadership.

So, here's the bottom line. Bookmark this page, and settle in. The best way to find what you are looking for, and learn is to spend some time browsing and reading.


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)

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)

Available In Print From The Following

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