The Book:

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After a number of years training customer service reps to defuse angry customers, I realized that people, regular people like you and me, had this strange predilection for creating UNNECESSARY CONFLICT via the use of various phrases that caused negative emotions in others, particular those closest to us.

So I set out to write a book that would identify these phrases, AND then provide better phrasing so as to reduce this particular kind of conflict. …


Share your customer service related articles — advice, experiences and success stories. Here’s how to get published.

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Photo by Luca Onniboni on Unsplash

Important: This page is under construction and subject to change.

I set up this publication on Medium to provide a space on the platform that is independent, and focused on all aspects of customer service. You can be a part of it and contribute as a writer (or if you are good, as an editor).

Anything related to customer service is fair game. However, it should pertain directly to customer issues — for example, articles about customer experience and how to improve it are great. Dealing with difficult customers might be another. …


Many times, customers want to be heard and treated as important even if you can’t solve their concern

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Photo by Obie Fernandez on Unsplash

Sometimes it seems that it’s impossible to figure out what an angry customer really wants from you and your company. It’s not uncommon for an angry customer to continue to act out, or be abusive even though you’ve actually been able to resolve his or her apparent problem. This doesn’t make any logical sense on the surface, but it’s makes perfect “human sense”.

It is true that customers want their problem or issue resolved, but their anger doesn’t necessarily disappear instantly, when the problem is resolved. That’s because angry customers want some other things — human things, and if they don’t get them, they often continue to be difficult. …


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It’s often the case that small businesses exist in a market that includes at least one, and often many other LARGE businesses or chains.

On the surface of it, it would seem that the small business is in competition with these giants, but that’s more of an illusion or a poor business strategy, rather than a reality.

Small businesses do not want to compete with the giants on the home field of the larger corporation.

Small businesses have unique capabilities, and can do things big business cannot, particularly when it comes to the experiences customers have.

The key is simple: Don’t go head to head on features or business elements where large firms hold an advantage.


Welcome to the fire of an unhealthy workplace. Leadership may be the cure

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Photo by Dark Labs on Unsplash

Summary: Some organizations have climates that are unhealthy for those that work in them. We call these organizations toxic organizations. Within toxic organizations conflict thrives like weeds. Read more about toxic companies.

We can think of organizations as falling on a continuum. One end is anchored by organizations that function well. In the middle we find the average organization that is effective but could be better. Finally, we have the toxic organization, an organization that is largely ineffective, but is also destructive to its employees and leaders.

A toxic organization shows two characteristics that distinguish it from healthier workplaces. First, it has a history of poor performance, and poor decision-making. …


If you are thinking of buying from Facebook ads, or paying Chinese companies with PAYPAL, you NEED to read this.

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Image from Pixabay

Have you ordered something via a Facebook ad and received something different than what you ordered — an item with no value at all. And if you paid for it via PAYPAL you are probably up the creek without a paddle.

Here’s the scoop. Chinese companies (often owned by the same parent company, ouyiec.com) buy ads for popular products, pretending to sell them at crazy discount prices. The landing pages are slick, and professional looking, as are the ads.

HOWEVER, when you receive your “order” it will contain some worthless item worth pennies.

For example, I ordered a Snow Joe electric snowthrower which was advertised as shipping from the USA (it wasn’t). When my package finally arrived, it contained…well, here’s a picture. …


Looking for a good fit, and profiting from your interactions with a therapist PLUS some warning signs

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Photo by Nick Fewings on Unsplash

Although getting involved in therapy is more common than ever, it still takes courage to recognize you have a need for outside help. Keep in mind that the majority of people who seek out counselling are “normal” and just need some help in tweaking their lives. Your decision to try therapy is the first proud step.

Finding the right therapist for yourself is a challenge that can intimidate the best of us. This card is here to help you through it.

Before we start, here’s an absolutely crucial issue. You need to be comfortable with the methods, style and techniques of your therapist (to be). That doesn’t mean you will never be uncomfortable in the therapy process. …


Difficult Customer Help — Answering Angry, Frustrated And Abusive Customers

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Photo by Usman Yousaf on Unsplash

In an ideal world, your customers would understand your policies and procedures and abide by them. You know we don’t live in an ideal world.Whether it’s a policy regarding return of merchandise in the retail sector or a policy regarding who can receive specific government services, often customers don’t understand why those policies and procedures are in place. A customer who doesn’t understand the purpose of a policy is more easily angered when the policy interferes with getting what he or she wants. …


The Miserable State Of Customer Service in 2014, 2015, 2016, 2017, 2018, 2019, 2020, 2021…..

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Photo by Mika Baumeister on Unsplash

Each minute of every day, 24 hours a day, there are 32,343 Google searches for the phrase “customer service”. That’s JUST on Google, not any other search engines. Amazon lists 424,469 titles for books and documents related to the same phrase. That’s a whole lot of books.

Hardly a day goes by without the release of research and advice about what customers want, and how to improve customer service. Companies like Gallup, Forrester, The Temkin Group, and several hundred others churn out findings, and sell their advice to companies looking to gain a competitive advantage.

Customer advocates deliver keynote addresses at conferences, write blogs, tweet their tweets and exhort companies to do this, that and the other thing to “up their service game”. …


The Simplest Solution To Defining Corporate and Personal Values

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Photo by Ralf Skirr on Unsplash

If personal and corporate values are to have any usefulness, they have to be used to make decisions and guide behavior.

Most of us have worked in organizations, or have known people who espouse a set of values, then promptly turn around and act in ways that are the exact opposite, causing E. Schein to talk about ESPOUSED VALUES Vs. values in action (ENACTED VALUES).

Espoused values are those that the person or organization professes, or “talks” about as important, while enacted values are the values that are actually operative, based on observing decision-making and behavior.

Why Espoused Values Are Rarely The Same As Enacted Values

Because of the nature of human beings, and our limited self-awareness, or understanding of WHY we do things, it’s unlikely that anyone or any organization will behave in ways that are completely congruent — that is, their enacted and espoused values (and beliefs) are identical. …

About

Robert Bacal

Author, Trainer, customer service, management, performance appraisal,leadership,difficult customers

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