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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…


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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…


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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…


There are a lot of people who start their businesses because they believe their ideas are fabulous and unique, and they also believe that the operation of a small business is going to make them rich. Often they believe riches will follow quickly if they get their businesses going.

Sadly, it is almost never the case. Most small businesses do not make their owners filthy rich, at least in monetary terms, and almost all small businesses take a rather long time to a) become profitable and b) start yielding significant profits. …


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The Challenge

For the past few years I have had to work fairly extensively with a colleague who is just impossible. He is arrogant, stubborn, sometimes abusive, and acts like he is right about almost everything. At first I tried to ignore it, but it has just gotten worse. It’s so bad, I feel like every night when I go home, all I think about is how miserable this person is. It is also affecting people around us, since we all spend so much time talking about this person.

How do I deal with this situation?

Answer

Most people use the term personality…


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Acme is an online book store and publisher, with a relatively successful and profitable website. Their daily traffic runs at about 3,000 unique visitors a day, and while they don’t sell a ton of books the website is a profitable part of their business.

Acme Ups Customer Engagement On Their Website

In January, 2014, Acme decided it wanted to keep visitors on their website longer. They found that on average, visitors spend about one minute on the site, and views about five pages per visit.

Their thinking was that if they could double or triple these numbers, AND create a more “fun” web environment, they could increase…


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They usually do the most repetitive job tasks. They answer the phones, keep things organized, keep track of finances, make sure you have what you need when you need it, and are often the first contact a customer or member of the public has with your organization. They are also often the lowest paid people in your organization and often not completely involved or included in many events that happen in your office. …


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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…


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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…


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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

Robert Bacal

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

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