Author: Robert Bacal
Understanding Angry Customers
Understanding Angry Customers by Robert Bacal You probably see hostile customers every day. You know, the ones that treat you like a personal dumping ground for everything that has ever gone wrong in their lives? They may be sarcastic, or…
Angry Customers? Here’s the Number ONE Mistake Employees Make
The #1 Mistake Made Dealing With Angry CustomersBy Robert Bacal, M. A. We all deal with angry customers, and it’s enough to drive people up the wall. Angry and difficult customers are a major cause of workplace stress, and they…
Lest we forget how bad government customer service used to be
Improvements In Customer Service Tend To Go Unnoticed Comparing Government Customer Service, Then and Now Nobody thinks of government as customer oriented. Really it’s the opposite. Most people think government is terrible at customer service and blame the system, or…
Why Did the US Block a Canadian Professor From His Own Book Event? (Important Link)
Why Did the US Block a Canadian Professor From His Own Book Event? Nathan Kalman-Lamb was barred entry into the US. This is a harbinger of the dark political future that Trump is ushering in If you travel to the…
Conflict & Cooperation In The Workplace
Conflict & Cooperation In The Workplace — Is Conflict Bad? Many of us think that conflict is always bad. That’s not true. There are actually two kinds of conflict that occur, and learning which is which will help you handle…
Machines Can’t Replace The Human Touch — Literally: The Limits Of Technology For Customer Service
In “Has Technology ‘Hit The Wall’ In Improving Customer Experience and Customer Service?” we examined the hypothesis that technology has hit a wall in terms of improving customer service. While companies continue to rely on machines to cut human costs, that has…
