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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 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.
