Weighing in at full book length (over 200 pages), some consider this the Bible for dealing with difficult, angry or manipulative customers, regardless of industry. Used by a number of government and universities, including the University of New Mexico and State Govt. of S. Carolina. Here's a review from an amazon.com purchaser:

The BEST customer service resource ever written!, Reviewer: Autumn Bell from ALBUQUERQUE, NM

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Advice on such topics as winning customer loyalty, pricing, word-of-mouth advertising, etc. doesn't always apply to the world of the government agency, the university... In many public sector jobs, telling people "no" and telling them what they "must" do is a regular part of the job - and this leads to a natural increase in hostility from patrons.

I have researched countless customer service books, programs and resources to use here at our public institution. Not only is Robert Bacal's material one of the only sources geared specifically to the public sector, it is also one of the best sources on handling upset, angry, or hostile customers that I've ever seen - for any type of workplace!

He goes so far beyond the trite techniques found in other customer service materials... Examples of dialogue and written exercises in each section help readers apply the material. We have tried these techniques here at work and the results have been outstanding. I highly recommend this book for anyone who encounters customers, clients, patients, students, or members of the public - whether you work in the public or the private sector. This is the best source on handling customers you can find!

Based on the Bacal & Associates seminar of the same name which has been delivered to over 10,000 people over the past few years. It was created to help those that could not arrange to attend the live two day seminar.

Contents include exercises for every chapter, with associated answers at the back of the book. Content is drawn from a number of sources, including the disciplines of psychology, psycholinguistics and sociology. But it's written in plain every day language.

Here are just a few of the topics included:

Nature of Hostile Behaviour
How Hostile Situations Escalate
Principles of Defusing
Art of Self-Control
Starting Off Successfully
Using Co-operative Language
Verbal Self-Defense Techniques
Acknowledgement Tactics
Countering Non-Verbal Intimidation
Referral Techniques
Telephone Hostility
Limit Setting

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There are tons of companies selling things on the Internet. We recognize you need to feel confident about dealing with Bacal & Associates, so here is some basic information about us, AND a link where you can find out much more.