CustomerServiceZone.com is information to help companies improve their customer service
Title
Customer Service Zone
Description
About Robert Bacal - Customer Service Expert
Robert has been providing customer service information and expertise to clients for over 15 years, first with the Manitoba Government, and then with Bacal & Associates. Robert developed the first customer service program for Manitoba government to help government employees deal with difficult, aggressive and even potentially violent customers. Since then, he's advanced the art of defusing customers, and has delivered his Defusing Hostile Customers Seminar to several thousand customers, ranging from those working in the security and immigration enforcement fields, through to teachers, principals and social workers.
As a result of requests for customer service help, he wrote the Defusing Hostile Customer Workbook, essentially a seminar in a book to help those that could not attend his seminars. He followed up with Conflict Prevention In The Workplace - Using Cooperative Communication, a book intended to help people reduce the unnecessary and usually destructive conflict in their lives.
In 2004 he authored Perfect Phrases For Customer Service, published by McGraw-Hill, a unique approach to helping people learn to interact more effectively with customers. In addition he is the author of The Complete Idiot's Guide to Dealing With Difficult Employees (Alpha Press), and a number of other books on management, through McGraw-Hill.
