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    The Perfect Job Aid For Customer Service Representatives Who Deal With Difficult Customers

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    Kindle version, can be read on almost any device from computer to KindleOr Get It On The Kindle (coming soon)

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    Summarizing The Various Defusing Hostile Customers Techniques: Ideal For Keeping At Your Work Area

    At the request of one of our seminar clients, we created a stand alone summary of many of the defusing techniques for dealing with angry customers. The idea is simple.

    You can't keep a book by your work station and be able to look up specific techniques to use when dealing with a difficult customer. Or use a book to remind yourself of your available options. So, we created a "job aid" -- a two sided 8.5 x 11 inch "card" so employees could find what they are looking for, when they need it.

    Since we have a free partial preview, rather than describe this mini-guide further for you, you can take a look for yourself.

    Get your copy, share with your spouse or family. Instant download


    Defusing Hostility And Anger LearnBytes by Robert Bacal


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    About Company

    Bacal & Associates was founded in 1992. Since then Robert has trained thousands of employees to deal with angry, hostile, abusive and potentially violent customers. He has authored over 20 books on various subjects, many published by McGraw-Hill.


    Robert Bacal

    About The Company
    About Our Seminars & Services
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    Our Related Websites

    Building Bridges Between Home And School For Educators
    Just for teachers, administrators and school staff

    Angry Customer Guides and Defusing Techniques
    Hundreds of tips and techniques for dealing with nasty people.

    Customer Service In Government

    A site dedicated to those in the public sector who deal with difficult, angry, frustrated taxpayers.

    Bacal & Associates Store
    Free and paid guides, books, and documents on business, management and more.

    We Believe

    • Training sessions should ALWAYS be customized to fit YOUR context.
    • Our role is to make you self-sufficient and self-sustaining.
    • Fees should be reasonable, fair, and flexible to fit different budgets.
    • The only way to further success is to challenge the existing "wisdom" through critical thinking and basing our services and books on a complex reality.

    Get in Touch

    • Phone:
      (613) 764-0241
    • Email: [email protected]
    • Address:

    • Bacal & Associates
    • 722 St. Isidore Rd.
    • Casselman
    • Ontario
    • Canada, K0A 1M0

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