- by Robert Bacal$ 9 78 $13.00FREE Shipping on eligible ordersOnly 6 left in stock - order soon.More Buying ChoicesAuto-delivered wirelessly
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The Manager's Guide to Performance Reviews
Sep 1, 2003by Robert Bacal$ 11 83 $18.00Get it by Thursday, Jun 29FREE Shipping on eligible ordersMore Buying ChoicesAuto-delivered wirelessly- by Robert Bacal
- $ 12 48 $24.00Get it by Thursday, Jun 29FREE Shipping on eligible ordersMore Buying ChoicesAuto-delivered wirelessly
- by Robert BacalGet it by Thursday, Jun 29FREE Shipping on eligible ordersMore Buying ChoicesAuto-delivered wirelessly
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- by Robert BacalFREE Shipping on eligible ordersIn stock on July 2, 2017More Buying ChoicesAuto-delivered wirelessly
Other Formats:Hardcover
Author Updates
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Blog postBeing the Boss: Dealing with Customers Referred to You by Employees You can help your employees deal with difficult customers by encouraging them to refer problems to you. Often that can reduce the total time spent resolving issues, since customers tend to respond more positively to those who they feel have more status and power—such as the owner.
Here are some phrases to use with customers whom your employees have referred to you.
Hello, Mrs.Wh -
Blog postHere are some ideas, from Perfect Phrases For Managing Your Small Business.
There are times when a particular customer is so demanding or offensive that it’s not worth your time and frustration to keep him or her as a customer. In fact, you may not want to do business with the person again. That’s your prerogative—provided you are not violating any laws related to discriminatory practices in your jurisdiction.
Before you decide to “fire” a customer, be awar -
Blog postIn the end it doesn't matter if you call some people customers or not, provided you understand the relationship between you and those people. Sometimes it's easy to get lost in semantics when it doesn't much matter. Technically, your co-workers are NOT your customers, even if they consume what you produce (e.g. information, memos, etc.), because there is no EXCHANGE of value for any specific services or functions AND you are your colleagues share a reporting str
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Blog postI am this type of customer. My time is important and time spent fixing an issue someone caused me can never be repaid.
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Blog postThis is a common question, particularly from people working in call centers. First, hanging up on a customer implies that you simply put the phone down, with no warning or explanation. That's a bad idea, particularly because the customer is usually going to phone back anyway.
Unilateral Termination Of A Customer Service Phone Call Rather than talking about "hanging up", in my books and seminars we talk about "terminating the conversation", because it's a bit differ -
Blog postMore research supporting the importance of communication between home and school, and its relationships to various student outcome measures. Remember that correlation does not necessarily mean causation. Read Full Article!.
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Blog postSome real life stories of how teachers are using APPS to communicate with parents. References some app tools. Read Full Article!.
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Blog postTwo apps: Bloomz vs. Remind for communicating with parents are reviewed, and explained. A nice intro to some of the app tools out there. Read Full Article!.
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Blog postMust read for those interested in the use of digital communication as a means for parents and schools to interact. Overview of academic research on its use and effectiveness. Read Full Article!.
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Blog postExcellent overview of the various types of technology schools can use to leverage technology to improve communication between schools and parents. From email to portals covered. Read Full Article!.
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Blog postExcellent 5 minute video for parents on how to get the most out of parent teacher conferences. Upbeat and helpful. Explains the baggage we as parents bring to the parent conference that tend to make us uncomfortable in an environment we tend to associate with being kids in a school. Valuable tips on how to prepare, arrange followup and more. Read Full Article!.
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Blog postParental and community involvement in schools doesn't "just happen". It needs to be planned, and strategies acted upon. This article focuses on this process, and what schools can do. Includes sidebars describing various parent involvement levels, and what it means to be a supportive parent. Read Full Article!.
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Blog postSurveying of principals yields a number of innovative and standard ideas for getting parents more involved in schools in ways that are productive and inclusive. Read Full Article!.
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Blog postExplains five types of parental school involvement, and includes a short checklist to evaluate what your school is doing currently in this area. Read Full Article!.
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Blog postSummary of and links to a number of research studies that look at a) how to measure teacher performance, and b) whether teacher compensation should be tied to performance. Read Full Article!.
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Blog postCites a startling survey that suggests almost half of teacher surveyed would quit now for a higher paying job, the author suggests the importance of reducing teacher frustration by involving and empowering them. Read Full Article!.
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Blog postLeading any school is a difficult job, being pulled in different directions by the school system, teachers, students and parents. Here are five leadership practices explained, by those in the school leadership trenches. Read Full Article!.
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Blog postArticle suggests that professional development activities can be more meaningful and motivating by empowering teachers. Offers up five recipes for action. Read Full Article!.
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Blog postExperienced teacher explains how she gets ready for teacher observations, and things to consider, and explains the process of observation. Read Full Article!.
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Blog postExcellent literature review of violence in the schools includes summary plus various links to individual studies on causes and possible prevention. Read Full Article!.
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Blog postResearch summary investigating how the economy can effect teacher "quality" and in turn student outcomes. Read Full Article!.
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Blog postCustomer Service Zone - The place to get help and learn about customer service issues. Learn about difficult customers, and develop your customer service skills.
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Blog postThis mega-portal offers a huge array of customer service and customer experience resources to learn from, and we welcome customer service representatives, call center employees, managers and customers. Read, Learn, Discuss. It's all free.
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Blog postWant to find out about Bacal & Associates? Here it is.
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Blog postcustomer service expert robert bacal
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Blog postOur customer service books are ideal for use in training sessions and customer service coaching, and sometimes even to replace costly face to face seminars. Here's some suggestions.
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Blog postOur Defusing Hostile Customers Seminar Government and Public Sector Clients
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Blog postBacal & Associates pricing for seminars, keynotes, coaching, consulting and design is done differently than how most companies do it.
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Blog postWe offer you free book excerpts from our best selling books that teach you how to deal effectively with difficult and angry customers
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Blog post2013 predictions and trends in customer service. What the experts are saying.
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Blog postCustomers DO try to "get your goat". Learn about the techniques you can use to keep your own temper and anger in check.
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Blog postLife is more stressful, and with more stress comes more anger. Here's some suggested self-help books to help you manage your anger.
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Blog postA different and contrarian look at customer service from a psychological and business strategy perspective.
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Blog postYou can't copy other companies when it comes to customer service but you can learn from other companies best practices.
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Blog postSome customers, when upset, use bullying tactics to control the customer service interactions and get their own ways. Find out what to do.
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Blog postBook recommended to help you understand the customer who bullies.
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Blog postBusiness To Business Customer Service About Long Term Relationship
Books by Robert Bacal
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