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.
Government and Customer Service – Yes, It’s Important
This is an older article from a number of years ago that still has relevance. The need for government to consider itself in the...
What is The VaporCustomer? If you want to use social media this is a must know!
In software people talk about vaporware — software that is promised, or coming soon, but may never appear. You wouldn't want to base your...
What is a Regulated Customer (Government – Book Excerpt)
This is from Perfect Phrases For Customer Service but the issue is also covered extensively in Defusing Hostile Customers Workbook For the Public Sector. That...
Social Media Predictions
I just entered this in response to a LinkedIn discussion, thought I'd post it here to. I'll have more to say on future later. Bust...
Why Companies Don’t Improve Customer Service?
There's a great cacophony of nonsense about a lot of things related to customer service particular by self-proclaimed experts with large followings on Twitter....
Customer Is Always Right? Right? WRONG! Here’s a Better Thought (book excert)
Here's the guilty party – from Perfect Phrases For Customer Service We need to address the single most popular false idea about customer service. No...
Why Aren’t We Seeing Huge Improvements in Customer Service?
It seems odd, doesn't it. EVERYONE, and I mean everyone talks about customer service, but complaints are everywhere. Why? Customer service has long been seen...
Social Media Marketing GPS Free 91 Page eBook
Social Media Marketing GPS began as an experiment to learn if marketers would be receptive to, and find value in, a new book...
Headline Junk: Americans Will Spend 9% More With Companies That Provide Excellent Service
Ah. This "finding" is oft re-tweeted, mostly as propaganda, and I find the link in the #custserv chat area on Twitter, which is one...
Understanding Influence On Twitter – (interesting research supports depressing theory) #FB #IN
One fun thing about social media is there is lots of research and numbers that come out pretty regularly. They are easy to misinterpret,...
Social Media Winner – Gina Schreck ginaschreck
Gina Schreck is our first learning example of someone who uses social media in extraordinarily powerful ways, and in ways that show off what...
Do You Really See Social Media in a Period of Decay?
Q: You've commented that you've seen significant shifts in how people use various social media platforms like Twitter, LinkedIn and Facebook. Could you address...
Modify Your Blog: From Time To Topic Oriented
Blogs were originally set up to work like diaries or journals, so their out of the box structure stresses chronology rather than topic centered-ness....
Future of Social Media and Business is NOT Social
The origins and the structure of most social media platforms are based on a simple set of principles, and that's one reason why it's...
Multiple Twitter Accounts – Good Idea?
Q: Some people have suggested that you use multiple Twitter accounts for "evil reasons". Why do you use more than one account? Robert: Actually, it's...
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...
Is Encouraging Businesses To Use Social Media Unethical?
You can't look anywhere without hearing someone giving advice to business about how important it is for them to get on the social media...
Social Media Propaganda Vs. Information – Do You Know the Difference?
Here's a little 4 minute video posted on YouTube about social media. (love the music). As you watch this, can you identify what is...
Are You Building An Online Group, Community, Or Pseudo-Community?
The following is a pre-release version of a portion of a chapter on the realities of online communities, from the book "Giving The Business...
Where IS the Intelligent Content In Social Media
Q: You've commented that you think the vast majority of content in the social mediasphere is superficial, and even misleading or wrong factually. Could...