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Defusing Hostile Customers Workbook (Third Edition2010): A Self-Instructional Workbook For Public Sector Employees

 

Amazon reviewer Autumn Bells says:

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Most customer service material is geared toward the private sector - retail, manufacturing, etc. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university, or the Motor Vehicles Department. In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons. I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips and techniques that are as practical as they are effective. He goes so far beyond the trite techniques found in other customer service materials to cover topics such as: · how to tell someone "no" in a way that doesn't elicit hostility · handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!


Top : Communication : Business Communication: Improve you ability to communicate on paper, one-on-one and in groups within a business context. Don't let poor business communication skills let you down.

Articles:

:The Top 7 Rules of Copywriting - by Bill Montgomery
Home business entrepreneurs often have to rely on their own skills for almost every aspect of their business and marketing efforts, including the copywriting of their advertisements. Here are seven tips on how to write your ad copy with a punch. (Added: 21-Jan-2002 Hits: 385 )


Mastering the Media: What to do when the media comes calling? - by Todd Brabender
There are a few tricks of the trade that can make you come off like a pro -- which will make the reporter's job easier and most likely translate into a better PR placement for you (Added: 21-Jan-2002 Hits: 704 )


Business Cards: Your Wallet Weapon - by Diana Ratcliff
Unleash the power of the business card! Business cards can be used as an effective marketing tool, if properly harnessed. This article shows how. (Added: 21-Jan-2002 Hits: 401 )


Communicating At Work: Have You Connected The Dots? - by Heidi Croot
Question: "I have to make a presentation tomorrow concerning the organization's new direction, vision and strategy and I really don't know how to handle some of the tough questions that might arise regarding the changes that might ensue. Everything seems to be up in the air. What approach should I take?" Click for the answer... (Added: 6-Jan-2003 Hits: 804 )


How Do You Accept an Award? - by Patricia Fripp, CSP, CPAE
Tips on how to make an acceptance speech. Accepting an award is like walking a tightrope. You need to be gracious, grateful, and humble--but not so humble or self-deprecating that the audience thinks you are trivializing the honor. (Added: 21-Feb-2002 Hits: 445 )


Overcoming Speaking Anxiety in Meetings & Presentations - by Lenny Laskowski
Speaking tips by professional speaker Lenny Laskowski on dealing with speaking anxiety. (Added: 27-Jun-2003 Hits: 595 )


Pages Updated On: 27-Aug-2010 - 15:01:16