Books and Products Page (free excerpts, contents)

We are pleased to provide you with information about two landmark customer service books written by Robert Bacal. What separates them from the the rest of material that teaches customer service techniques is the hands-on and practical nature of the material in these book -- but with no dumbing down.

You will find detailed information about these books, including free book excerpts, tables of contents, purchasing information and more.

Defusing Hostile Customers Workbook (Public Sector) by Robert Bacal

Defusing Hostile Customers Workbook Preface 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

Order Printed Version | Order Electronic Downloadable Version

Perfect Phrases For Customer Service (McGraw-Hill) by Robert Bacal

This customer service book might just be the most useable information on customer service skills and techniques stuffed into a small package. It's so concrete and practical you don't want to drop it on your foot. Ok. We've pulled together pre-publication information, excerpts, chapter, so you can take a look even before it hits the stores.

Access All Book Information
Table of Contents (view skills covered)
Table of Contents (view customer situations covered)
Free Excerpt - Book Preface
Free Excerpt - Situation #1
Free Excerpt - Situation #2