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Our Newsletter


Browse By Format

Bacal & Associates makes its products available in several different formats -- in printed form mailed via regular post (hardcopies), in Adobe Acrobat Format (instant delivery), and Kindle and other mobile formats.

In this section you can browse by format.

  • One Amazon reviewer called this "the Bible of customer service". While focusing on government situations, the skills are applicable to any sector -- retail, restaurant, hotel, NGO and more.
    $38.95 $21.95 Defusing Hostile Customers Workbook (3rd Edition) (E-Book Download)
    There's always going to be rude, insulting, aggressive and angry customers. You've met them. They chew up your time, threaten, bully, cajol, even cry in order to get what they want from you and your company. And it costs big...