Archive for category customer service

Defusing Hostile Customers Workbook For Public Sector (Third Edition) Getting Closer – Free Excerpts

Posted by Robert Bacal in Site News, customer service on March 11, 2010

We’re getting pretty close to completing the editing and adding of material to our flagship book – Defusing Hostile Customers Workbook For Public Sector (Third Edition). We will be updating regularly on this blog to tell you about what improvements we’ve made to the book, changes in how you can purchase it, options and more.
Don’t [...]

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Venters Vs. Hoarders (Handling Negative Emotions)

Posted by Robert Bacal in For Learners, Thought Jolts, customer service on March 4, 2010

Thought I’d pass this along. It’s based on something in our Defusing Hostile Customers Workbook, but it pertains to how people handle negative emotions.

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Special Tweet Series #4 – Internal Customers & Customer Service

Posted by Robert Bacal in Special Tweet Series, customer service on February 17, 2010

In our fourth special tweet series we focus on providing customer service to internal customers, one of the most popular topics at http://customerservicezone.com . Each day we’ll post 4 links on the topic via Twitter, using the hashtag #intCS
To see the other tweet sets click here for additional information.

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Future of Social CRM, Social Network Effectiveness Depends on Understanding Communication Differences

Posted by Robert Bacal in customer service on December 19, 2009

Just a quick heads up. Lots of talk about the use of social networking for business communication, and customer service. My sense is that people are making huge mistakes by not taking into account that social platforms do NOT function like other mediums. That is, psychological and communicative factors will affect effectiveness.
Here’s a brief comment [...]

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Automate or Personalize Customer Service – A Clear Choice

Posted by Robert Bacal in customer service on December 14, 2009

There’s an interesting and stimulating blog post about automating or personalizing customer service, with respect to the use of social media and networking.
Here’s the reply I left. Comments?

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Special Tweet Series #2: Dealing with difficult people and customers-Get Ready

Posted by Robert Bacal in Site News, Special Tweet Series, customer service, human resources on December 5, 2009

We’ve set up our second special tweet series, this time on dealing with difficult people and customers. We’ll be tweeting regularly with help on this subject over the next days. Follow us at http://twitter.com/rbacal
Search for all topics/items via #bacal

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Help Me Out With Social Media and Customer Service

Posted by Robert Bacal in customer service on November 18, 2009

Want to lend a hand? A few years back I authored a book entitled “Perfect Phrases for Customer Service, which was published by McGraw-Hill. It’s now time to do a second edition, and one of the additions will be on social media/networking and customer service.
The book itself is oriented towards practical ways to use, and [...]

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