Robert Bacal
Robert began his career as an educator and trainer at the age of twenty (which is over 30 years ago!), as a teaching assistant at Concordia University. Since then he as trained teachers for the college and high school level, taught at several universities and trained thousands of employees and managers in customer service, conflict management and performance appraisal and performance management skills.
It would seem counter-intuitive to think that your revenue and profit could go UP by subtracting social media from your mix of business activities....
I wanted to share this comment I wrote in response to a piece by Dr. Pamela Routledge, entitled Four Ways Social Media Is Redefining...
Q: You`ve commented that you believe the use of surveys in both customer service and social media is causing bad business decisions. Could you...
Since I've been active on social media, I've seen the term customer engagement bandied about as the key to marketing, word of mouth, and...
Everyone makes mistakes once in a while, but for some reason, perhaps because everyone thinks they know a lot about customer service, there's a...
Running a blog may be a far better thing to do to provide customer service than participating on Facebook or Twitter. Here's some background...
It's time to stop making assumptions about customer service and its effects on business, and start using data to drive business decisions. Just watched the...
There's goes YOUR message in a bottle, over the falls, on the rocks and to nobody's house it goes. Tweet. If a tree falls in...
Oh those lovable customers. We love them all, don't we? …we even love this one: Courtesy of Notalwayright – Making Phoney Claims Reproduced with permission…
If we could identify businesses who have tried and failed or given up on social media as a business tool, would we be far...
Yesterday I wrote a post entitled CrowdSourcing and Customer Service. No, We're Not Scared, We're Just Smarter Than You, in response to a blog...
Q: We are seeing more mention of the importance of "influence" on social media as social media metric, as compared with just looking at...
If you have 1000 followers on Twitter, about how many are really there? 80% of twitter accounts are abandoned. Still think it's a great...
Q: Do you think there are fundamental conflicts between the principles and spirit of social media, and doing business/commerce? Robert: No question. It puzzles me...
I've been curious about how people who advocate for customer service and social media actually use the tools they say businesses should use. That's...
There's a sense among those that tend not to be involved in the running of businesses to believe that exceptional customer service, or delighting...
So that we are all on the same wavelength, it helps to clarify the terms we are going to use throughout the book. Angry...
Here are four basic, but key points/principles on which we base our approach to dealing with difficult, angry and abusive customers, and take from...
I don't much like fanatics under any guise, and I like them even less when they firmly attach themselves to the wagon of self-promotion....
After being involved in helping others improve customer service, and being a staunch advocate of better service I find myself in a quite awkward...