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Robert Bacal
Works at Bacal & Associates
Attended Concordia University
Lives in Casselman, Ontario
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Robert Bacal

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Exercise for exploring trust in a group exercise, suitable for team building, or similar seminars
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It's very hard to use social media for business results if you do not love using it, or have people who love doing it.
I've never liked social media. Part of the reason is I've been online for twenty years now, and one of the last things I like to do is sit at a computer (or tablet). I'm getting old. I KNOW that as I lay on my death bed, the LAST thing I'm going to be thinking is:I wish I'd spent more time on social media.That said, I DO use social media as a business too, but I know that I'm missing out on about 95% of the benefits I would get if I absolutely lo...
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By Robert Bacal. The following was originally published on The Training World Website, a repository of articles, tips and advice for trainers, learners and HR professionals. The day after I completed a train the trainers program on behalf of my employer, a government agency, I was called in to ...
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Well, we're officially "in" to it. The season of good cheer, the season of short tempered, overheated, touch customers. Are you ready for your "nasties"?  Here are some principles to apply, resources, to help you with your defusing short-tempered customers off to a good start and to help you keep some sanity.
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Why employee engagement has failed companies AND employees, and why it can never work, and has a negative impact. Part 1 of a series.
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Small and micro businesses can't use all the customer service technology due to cost and complexity, but LIVE CHAT is a) the best way to facilitate communication with customers online, and b) can be implemented in a very non-complicated way. Read more here.
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Robert Bacal

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A useful exercise in helping people understand differing perceptions and subjectivity. For trainers, group leaders.
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Robert Bacal

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Are you dead ending your career by the way you argue and disagree? Nobody promotes a "dirty fighter". Learn more
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You CAN learn to manage your angry responses when under fire from nasty customers AND stop them from "coming home" with you. #custserv #customerservice
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It's official. The time of good cheer has arrived, except for angry, upset and abusive customers, and for those that serve them. Are YOU ready? Here are seven basic principles for defusing PLUS some awesome extra resources. #custserv
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This article on the "restatements of the obvious" about customer service is probably going to offend most "experts" in the customer service field, but I bet I'm not the only one that wonders at the banality of most advice on the topic.
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You may be surprised at the answer to the question: Is customer engagement always a good thing. In part one, we look at this question, and the answer is, it depends. Sometimes it's good. Sometimes, it's a really bad idea to attempt to increase it. #custserv  #customerservice #businessstrategy #strategy #ROI
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People
In his circles
201 people
Have him in circles
122 people
Charles Mutua's profile photo
John Coldwell's profile photo
Humberto Fortuna's profile photo
Fred Aubin's profile photo
Gary Mazin's profile photo
Brian Antonishak's profile photo
Anant Pai's profile photo
W-Systems Corporation's profile photo
okolo ebele's profile photo
Work
Occupation
Management and Business Consultant, Trainer, Book Author
Employment
  • Bacal & Associates
    CEO, 1992 - present
Places
Map of the places this user has livedMap of the places this user has livedMap of the places this user has lived
Currently
Casselman, Ontario
Previously
Montreal, Quebec - Winnipeg, Manitoba - Toronto, Ontario
Links
Story
Introduction
Robert has been providing customer service information and expertise to clients for over 20 years, first with the Manitoba Government, and then with Bacal & Associates. Robert developed the first customer service program for Manitoba government to help government employees deal with difficult, aggressive and even potentially violent customers. Since then, he's advanced the art of defusing customers, and has delivered his Defusing Hostile Customers Seminar to several thousand customers, ranging from those working in the security and immigration enforcement fields, through to teachers, principals and social workers.

As a result of requests for customer service help, he wrote the Defusing Hostile Customer Workbook, essentially a seminar in a book to help those that could not attend his seminars. He followed up with Conflict Prevention In The Workplace - Using Cooperative Communication, a book intended to help people reduce the unnecessary and usually destructive conflict in their lives.

In 2004 he authored Perfect Phrases For Customer Service, published by McGraw-Hill, a unique approach to helping people learn to interact more effectively with customers. In addition he is the author of The Complete Idiot's Guide to Dealing With Difficult Employees (Alpha Press), and a number of other books on management, through McGraw-Hill. Want to see a list of titles, click here.

Bacal & Associate seminars on customer service break out of the cookie cutter mold training available elsewhere. Each seminar is based on a needs assessment done with the client to determine content. Real examples from the client's workplace are included. For more information, please call at (613) 764-0241, since, due to the custom nature of the seminars, details will depend on your needs.

Additional Information

Robert holds a B. A. from Concordia University in Montreal, in Psychology, and an M.A. in Applied Psychology from the University of Toronto (Ontario Institute For Studies In Education. He uses his advanced training in Psychology and communication to draw upon for both the content or his books and seminars in customer service.

Robert is located near Ottawa, Canada, in a small town called Casselman. He is available for seminars within North America, and also for conference and speaking engagements.

The More Personal Bio

Hi. I thought I'd add a more personal flavor to this page, by updating it periodically to let people know what I'm doing these days. I've pretty much made the transition from trainer and keynote speaker to author, though of course, the different roles aren't mutually exclusive. While I still enjoy the contact with people in seminars and at conferences, I've come to HATE the travel part of the process. So, the point is if you need training or a keynote speaker, there's no harm in asking, but I prefer to stay closer to home, which means primarily in the Ontario/Quebec area and the northern U.S. states, such as New York, Vermont, Maine, and so on -- the places that are within driving distance.

Lots of future plans, most having to do with the creating and release of new publications. Last year (2010) I completed a number of new editions and new books -- in fact, I believe there were six in total. This year, we've already released If It Wasn't For The Customers I'd Really Like This Job. Next is the rewriting of Performance Management -- A Briefcase Book for McGraw-Hill, and then we get into some new material, and that's the stuff I can't talk about yet. Last year was one of writing obligations, while I hope 2011 will be a year of writing innovation for me.

Finally (for now), I'm turning my learning in the direction of becoming a better writer. I not even close to the level I want to be at (see, that's not a properly written sentence), so I'm involved in some study and ongoing work to learn my new craft and really, my ultimate vocation. At 57, you just have to shake up stuff sometimes.
Education
  • Concordia University
    Psychology
Basic Information
Gender
Male
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