Customer Service Articles, Hints, Free Book Excerpts

Robert Bacal has authored a number of books and articles about customer service, and 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.

Gathering Customer Satisfaction Data Every Staff Member A Researcher
Solving The Government Customer
The #1 Mistake Made Dealing With Angry Customers
Customer File - Success With Difficult Customers - The Mindset
Customer Service Humor - Customers Aren't Always
Referring Customers - An Important Part of Customer Service
Understanding Angry Customers

Book Excerpts

Perfect Phrases For Customer Service - Preface
Perfect Phases For Customer Service - Sample Situation #1 - Lateness
Perfect Phrases For Customer Service - Sample Situation - The Interrupting Customer

Defusing Hostile Customers Workbook Preface and Instructions
Defusing Hostile Customers Workbook Complete Table of Contents
Defusing Hostile Customers Workbook Chapter 2 - Part 1 - Nature of Hostile and Abusive Behavior
Defusing Hostile Customers Workbook Chapter 2 - Part 2 - Learn why customers act badly, and the basic customer defusing principles
Defusing Hostile Customers Workbook Chapter 2 - Part 3 - More Learn why customers act hostile and aggressive
Defusing Hostile Customers Workbook Chapter 2 - Part 4 - What Angry Customers Want and Need
Defusing Hostile Customers Workbook Examples of Exercises Included in the Workbook
Defusing Hostile Customers Workbook Examples of Exercise Answers in Workbook Appendix

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.