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Robert Bacal

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.

Subtract (Social Media) = More Sales, More Profit Part I

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....

Illusions On Social Media – Comment on SM Activism

I wanted to share this comment I wrote in response to a piece by Dr. Pamela Routledge, entitled Four Ways Social Media Is Redefining...

Surveys are NOT behavior, and NOT Reality When It Comes To Customers/Social Media

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...

Customer Engagement NOT Where It’s At.

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...

Myth: Metrics don’t create great service. They measure great service that you first create! KateNasser

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...

The History of Blogging (Video Interview with Author Scott Rosenberg)

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...

Comcast Customer Service Ranked as Abysmal. Effect on Revenue?

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...

Bottles in the Social Media Stream – Real real gone

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 Sure, We Love Our Customers

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…

More Sharing of Social Media Business Failures Please!

If we could identify businesses who have tried and failed or given up on social media as a business tool, would we be far...

Social Media Breaks Will Help You Understand Social Media Better

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...

Why Social Media “Influence” Metrics Are Dangerous

Q: We are seeing more mention of the importance of "influence" on social media as social media metric, as compared with just looking at...

Social Media Accounts Abandoned – Twitter

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...

Do Commerce and Social Media Principles Conflict?

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...

How Do #custchat Mavens of Customer Service ACTUALLY Behave On Twitter – The Data says…

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...

Delighting Customers/Exceptional Customer Service Critical? Nope. Myth!

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...

Differences Between Angry, Hostile, Violent, Abusive Customer Behavior

So that we are all on the same wavelength, it helps to clarify the terms we are going to use throughout the book. Angry...

Four Simple Point On Which To Base Defusing Angry Customers – Our Premises

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...

When #custserv (ice) is used as excuse to bludgeon and destroy. Fire The Customer

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....

Customer Service “Visionaries” – The Blind Leading The Greedy

After being involved in helping others improve customer service, and being a staunch advocate of better service I find myself in a quite awkward...

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