Testimonials

Satisfied Amazon Purchaser

A MUST READ! for anyone who is a government employee or call centre rep who deals with people on a daily basis.
Benjamin Schiltz, Welland, Ontario

Autumn Bell, from ALBUQUERQUE, New Mexico says:

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!

Another Reader Testimonial

One of the things I learned from this workbook was to use a series of customer defusing techniques all strung together. I didn't know there were so many options, and I've saved a good 50% of the time I used to spend dealing with difficult customers.

If difficult, angry, hostile, manipulative and problematic customers are your problem, what's the solution?

Every person who interacts with customers faces difficult and challenging people, at least some of the time. Demanding, time consuming, complaining, irate, angry, sometimes even threatening.

The good news is that well trained and skilled employees CAN take control of difficult customer situations, reduce the time spent dealing with difficult customers, and reduce their own stress levels while providing better customer service. You, in fact, can learn to do it! Or your staff.

...and the Defusing Hostile Customers Workbook - A Self-Instructional Workbook For Public Sector Employees, will teach you how, regardless of whether you work in government or at a restaurant, hotel, retailer, or office.

Superficial Customer Service Advice Is Useless...

...when it comes to dealing with angry, irate and impossible customers. Smiling, being polite, and the usual pat answers simply are not enough to calm down customers, or discourage manipulative customers. Sure, that's important, but it's not enough.

You need advanced skills... skills that send the message "your bullying tactics aren't going to work with me". You need to send the message "I'm going to help you, but I'm not going to let you run over me".

You need to know:

• How to get a customer to "stop talking" and listen on the phone
• How to stop a customer's angry rants.
• How to show understanding without appearing weak
• How to set limits to customer behavior
• How to refer to a supervisor without being accused of passing the buck
• How to give the impresson of shared interaction control
• How to deal with attempts at physical intimidation, and tantrums

Guess what? The Defusing Hostile Customers Workbook teaches you all this and more.

Defusing Hostile Customers Workbook Is A Seminar In A Book

You could pay hundreds of dollars to go to a seminar to learn the customer defusing skills contained in this book, and spend at least two days of classroom time. In fact, that's how the workbook evolved. Author Robert Bacal kept being approached by people wanting to attend his Defusing Hostile Customers seminar, in far flung geographic areas. In response he developed this 220 page workbook to function as a seminar in a book. based on the two day seminar, and including actual seminar exercises you can do on your own or with colleagues, this is truly a low cost, cost-effective, learner paced seminar in a book.

About The Author, Robert Bacal?

How do you know that Robert Bacal isn't just another Internet rip-off artist peddling some terrible "educational product"? You should be asking that question. First, Robert holds an M.A. in Psychology, and has been training and teaching others for over 30 years. He's been around, and successfu,l a long time, and has been specifically teaching people to deal with difficult customers for almost 20 years.

It's a testament to his skill that his client list, for both seminars and this workbook, is huge. Perhaps most importantly major book publishers have recognized his expertise in this field.  In 2004 McGraw-Hill asked him to write, and published Perfect Phrases for Customer Service: Hundreds of Tools, Techniques, and Scripts for Handling Any Situation, which quickly became a popular seller. His books on various subjects published by McGraw-Hill have sold over 300,000 copies, and been translated into Chinese, French, Spanish, and German.

Rest assured that Robert is the real deal, experienced, qualified and recognized in this field.

Order it Now and Start Developing Your Customer Skills Immediately!

Ready to order? You have three options. From anywhere in the world you can order the electronic downloadable version for 32.95 (U.S) and save at least fourteen dollars compared to the print version, since the price is less and there is absolutely no shipping. Just order, and download. While cheaper, you will probably want to print it out, so keep in mind that the book, including exercises, and answers, is over 200 pages long.

If you are in Canada, and want the physical book, you should order directly from us, since you that's where we are also. The printed version is available for $38.95 and we'll ship you the book via regular post. Nominal shipping fee applies.

If you are outside Canada, and prefer the physical book, please order it via amazon.com subsidiary Createspace, or through amazon.com itself if you are interested in our other books and helpcards.

Need More Information Before You Buy?

Perfectly understandable. What's inside the book? How is this a workbook? How do you practice the skills? Fair enough. Here's much more information for you.

We'll tell you what techniques you can use to get ranting customers to stop ranting, and start listening. We'll teach you to use very specific techniques to both calm people down, and shorten difficult interactions. We'll even help you have more confidence in tough situations, and provide workplace violence related safety tips.

The Book

This workbook weighs in at over 200 pages, and doesn't just tell you what to do, but provides exercises you can do to practice customer defusing skills. The answers to the exercises (and detailed explanations) are provided at the back of the book. It's like a seminar in a book, but you don't have to do "role-playing" to practice.

The workbook was originally designed for those working in government, public sector and publically funded organizations, including educational institutions (e.g. schools, school boards). Don't be fooled though. The skills and techniques inside apply to virtually any type of job that involves interacting with customers or clients.

Here's just a few of the things included:

• Nature of Hostile Behavior
• How Hostile Situations Escalate
• The Unique C*A*R*P System - Getting Your Timing Right
• Principles of Defusing
• Art of Self-Control
• Starting Off Successfully
• Using Co-operative Language
• Verbal Self-Defense Techniques
• Acknowledgement Tactics
• Countering Non-Verbal Intimidation
• Referral Techniques
• Telephone Hostility
• Limit Setting
• Cultural Issues and Conflict
• Customer Interactions Through Media (including Twitter, Facebook)
• Audiences, Groups, Crowds and Mobs

Now Are You Ready To Invest In Less Stress, More Professional Service, and Less Angry Customers?

Ok, then. Choose one of the following ordering options, and let's get started.

Purchase electronic download version, save shipping and save on price and receive your copy virtually immediately. $32.95 U.S.

Purchase the printed version through amazon.com (ideal for those outside Canada) receive the workbook via regular mail $38.95 U.S.

If you are in Canada, purchase printed books directly from us. Click here to do so.

So You're a Person Who Needs More Before You Buy

We understand that people like to sample and browse books before they purchase them, so we've provided sample chapters and more complete information to you. Below are links to that preview material.

Defusing Hostile Customers Workbook Preface (2010) and Instructions
Defusing Hostile Customers Complete Table of Contents
Chapter 2 - Part 1 - Nature of Hostile and Abusive Behavior
Chapter 2 - Part 2 - Learn why customers act badly, and the basic customer defusing principles
Chapter 2 - Part 3 - More Learn why customers act hostile and aggressive
Chapter 2 - Part 4 - What Angry Customers Want and Need
Examples of Exercises Included in the Workbook
Examples of Exercise Answers in Workbook Appendix

Ordering Your Copy of Defusing Hostile Customers Workbook

The best way to order is using our online interface, where you can order the format you prefer. It's a secure ordering system, in fact, so secure that we are not permitted to see your credit card information. Click the link that corresponds to the format you wish to order.