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

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…


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…


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

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.

Toxic Organizations

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.

What Is A Toxic Organization?

A toxic organization shows two characteristics that distinguish it from healthier workplaces. First…


The most powerful “reward” for teaching lies with the power to change lives

Some forty years ago, I learned that the Battle of Hastings was fought in 1066. I have to admit that I’ve never been called upon to use that information, any more than I’ve been called upon to recite the various classical columns in traditional architecture. There’s not a big demand, I guess.

It’s easy for teachers to focus on the curriculum, and the syllabus, or even the test scores, amidst the incredibly busy days teachers encounter. Ultimately it’s not about the Battle of Hastings, though, or any individual bit of information teachers are called upon to teach.

it’s about helping…


Next Big Thing In Customer Service? Voice Recognition and Artificial Intelligence?

Q: Since Watson’s successful debut on Jeopardy, there’s been a suggestion that computers can do natural language processing to improve customer service. What do you think?

Robert: I think it’s fascinating, and promising to imagine a computer can handle and process customer contacts, and be virtually indistinguishable from a human (The Turing Test).

But we’re a long way away from using machines to IMPROVE service from the customer’s point of view, never mind the costs, and resources required to run super computers that can do free form natural language WELL enough.

Q: It seemed like Watson did well, though. How…


A different way of thinking about customer service, customer experience, CX: Join the modern perspective.

So long as you do what everyone is doing in customer service, you have no chance at using customer service as a competitive advantage. The basic principle behind radical customer service is simple, and applies to many other areas in business.

When you see everyone moving in one direction, and saying the same things, in all likelihood, the common knowledge it appears everyone agress with is either wrong, or sufficiently wrong to lead you in the wrong direction.

Consistent with this principle, here are ten tenets or pillars to help you make more effective decisions about your customer service strategies.

1) Question Everything


How To Tell If You Are Cut Out To Be A Professional Writer

People write for all kinds of reasons. Some do so because they feel it’s a good business strategy to create blog posts. Others write because they have a passion about a particular subject. There’s one element that will help you sustain your writing efforts over time, even over a career or writing, and if you are lucky enough to be possessed by one particular motivation, you might just be a real writer with a future as a professional. It’s simple.

Do You Feel Wrong If You Don’t Write?

There’s a difference between writing to achieve some end — making money, establishing oneself, or just because, and writing because…


Companies Unable To Evaluate Success of Employee Engagement Efforts

In a perfect world, it would be important for companies that invest in anything to be able to evaluate whether that investment returns value to the company. Companies evaluate their marketing strategies, in terms of business results, assessing different channels, ad types and so on, since obviously, they don’t want to endlessly spend money on things that don’t work. And in many respects it IS possible to do that in advertising.

The same principle applies to employee engagement efforts. Or at least, that’s the ideal. Unless companies can determine whether they have received BUSINESS benefits from their efforts, there’s no…


The one question I have is this: Why can't the publication continue with volunteer editors? Why does it need funding, given there are other pubs that seem to be ok without funding.


Bonus: Eight free online assessments you can try out right now!

There are tons of quizzes online (below is a list and links to a number of self-assessment instruments you can use free of charge) and in magazines that can help you better understand yourself and your relationships, but you need to know a few things to get the maximum benefit. Here are a few tips and suggestions:

  • Remember most of these quizzes are not scientific, so the results should be treated as fun, and a little informative, and not necessarily a true reflection of you and your relationships.
  • Always apply critical thinking to any of the results — i.e. ask…

Robert Bacal

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

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