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Bacal's Customer Service Books

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

Oh my goodness! I can't even remember how I came across this book. I was looking on the internet for something or other. I found it on the website of the author I believe. This book is EXCELLENT! Everyone needs this whether you are working directly in customer service or not, you need to get this book! It is well worth the $14 I spent on it! This is a book of great value for anyone who deals with other humans... Apply the knowledge in the book and find more success with your interpersonal interactions! (C. Taylor, 2013

Five Stars on Amazon

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

Extremely helpful. It has helped me on the job to recognize certain traits in different kinds of customers...and recognize that traits in myself that could contribute to the problem of angry customers. It has helped me to watch myself. Well written and well edited. An easy good read. Highly recommended for anybody who works with the public. Worth the price for sure!
Mary Raynor, 2015 - (Kindle Edition)
Another satisfied reader

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Advice, Hints, Tips And Strategy For Better Customer Service

Customer Service Articles, Hints, Free Book Excerpts

Robert Bacal has authored a number of books and articles about customer service, in particular, about providing top quality customer service is difficult situations. Below is a list of articles currently available here and authored by Robert Bacal.

Newest Customer Service Articles and Perspectives By Robert Bacal

Rethinking Customer Service For THIS Millennium

Customer satisfaction levels are dropping. Customer service is getting worse. Customer advocates are crying out to be loved. On top of this there is a horrible level of oversimplification about customer service and how to make it better.

In this section, we're going to cover where customer service needs to go to fit into today's society and economic system.

The Robert Bacal Customer Service Interviews

Customer Service & Social Media (Twitter, Facebook)

Customer Service Related Book Excerpts From Books By Robert Bacal

Perfect Phrases For Customer Service

Now in its second edition, this outstanding book helps customer service representatives learn what to say and what to do to provide top notch customer service. It's NOT a set of scripts, but a book that teaches the thinking behind effective service. And, it's less than $10.00 via amazon.

Defusing Hostile Customers Workbook (Third Edition, 2010)

This third edition, released in 2010, includes new material to address the world of difficult customers, and brings the total strategies and skills for dealing with difficult customers up to over 120. While written originally for the government sector, the skills apply across all sectors, and that's why we've had so many purchasers outside of government.

The excerpts below are from our previous edition, which has been greatly improved in the new release.

Customer Service Articles From Guest Contributors

For some perspectives from other customer service and CRM (customer relationship management experts, you can visit our guest contributors section, where you will find general customer service advice, difficult customer advice, CRM recommendations and help, and more. Click here.


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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Our Related Websites

Building Bridges Between Home And School For Educators
Just for teachers, administrators and school staff

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

Customer Service In Government

A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

Bacal & Associates Store
Free and paid guides, books, and documents on business, management and more.

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.