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For Government and Public Sector Employees

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Defusing Hostile Customers Workbook For The Public Sector - Unique, Powerful, Specifically Written For Government


Our "seminar in a book" written specifically for people who interact with customers within the government / public sector context, is the only book of its kind in existence.

Not only is it written FOR government, by a former government employee, but it contains many of the learning exercises we use in our two day live seminars.

Weighing in at full book length (over 200 pages), some consider this the Bible on the subject of dealing with difficult, angry or manipulative customers, regardless of industry. In fact this book has been used by a number of government and universities for course work, including the University of New Mexico Parks Canada, State Govt. of S. Carolina and many more at all levels -- federal, state and provincial and municipalities. Here's a review from a satisfied amazon.com purchaser:

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

Robert Bacal has filled a niche that has been empty for too long - customer service literature that focuses on the public sector. Most customer service material is geared toward the private sector - retail, manufacturing, etc. 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, or the Motor Vehicles Department. 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! Beginning with a four-part model (or process) for defusing hostile customers, he then goes into countless specific tips and techniques that are as practical as they are effective. He goes so far beyond the trite techniques found in other customer service materials to cover topics such as: · how to tell someone "no" in a way that doesn't elicit hostility · handling non-verbal intimidation · verbal self-defense · a step-by-step process for "solving" customer problems · dealing with threats · and much more! 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!

The book itself is 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, psycho linguistics and sociology. But it's written in plain every day language.

Here are just a few of the topics included:

. Nature of Hostile Behavior Click to read
. How Hostile Situations Escalate
. Principles of Defusing
. Art of Self-Control
. Starting Off Successfully
. Using Cooperative Language
. Verbal Self-Defense Techniques
. Acknowledgement Tactics
. Countering Non-Verbal Intimidation
. Referral Techniques
. Telephone Hostility
. Limit Setting

So, take the course, learn to understand and defuse angry people using these techniques.

Why Is Defusing Hostile Customers Workbook For The Public Sector Our Best Selling Book?

  • Written specifically for government (although many purchasers use this book in non-government settings
  • Contains exercises an individual can do on his or her own, to improve transfer of learning, so the skills are both learned and used.
  • Can also be used in mini-discussions, staff meetings and even conferences to help employees learn to deal with the challenging issues of customer service within the reality of government.
  • It's modular, so learners and readers can choose what skills they want to learn, and work on them, without having to read the entire book.
  • Often used as a blueprint for trainers and managers to develop their own training program without having to purchase a generic "dealing with difficult customers" course. Saves huge amounts of time and money while allowing government departments to become self-sufficient in delivering their own customer service training.

But See For Yourself:

We believe you will see why this a unique and powerful way to learn how to deal with even the most difficult customers, and much more innovative the techniques are -- and you will learn new things, no matter how long you've been in customer service. That's why we've made available so much of the book for you to preview and learn from NOW.

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

Defusing Hostile Customers Workbook (Third Edition) Browse For Free by Robert Bacal

Availability, Formats, Ordering and Quantity Discounts

This title is available in both print (about 220 pages), and in instantly downloadable PDF format. Due to its interactive nature (i.e. exercises) we do not offer it in Kindle format.

Quantity Discounts For Printed Copies

Important: If you want to order multiple copies, we can offer you a substantial discount from the suggested retail price, often as much as 50% off. Please contact us for a quote, and your individual discount code before ordering, since each context is different. We work with you, understanding that government budgets continue to be cut, and there's not a lot of extra money.

To discuss ordering multiple copies, contact us at [email protected] or call us at (613) 764-0241

Discounts for the E-version / Downloadable Version

Ordering the downloadable version often makes sense because it's cheaper, there's no shipping charges, and you get your copy within minutes of completing your order.

Multiple quality discounts are calculated automatically when you order, and depend on how many you'd like. Use the shopping cart and experiment by altering the number of copies, and updating, and you'll see your per unit cost change depending on the discount rate applicable.

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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

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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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