Dealing WIth Difficult Government Customers Seminars: How We Do It


There are thousands of companies offering customer service training, both local to you, and farther away. I'd like to share with you why we are one of the best options if you want to improve your staff's ability to deal with the difficult interactions between government customers and government staff.

We build our seminars on a custom-basis. Seminars are tuned to the specific needs of those attending, and the jobs they do, through a needs assessment process done prior to seminars. That's because what fits for receptionists and other front line office staff is different than for, let's say, social workers visiting households.

We specialize in the government context, and yes, it IS different from for profit businesses. Government staff face completely different situations due to the role of government in regulating and enforcement, not to mention that citizens cannot "take their government business elsehwere". The stakes for government customers are much higher, and so their reactions, frustrations, and behaviors can be much more extreme, and tha tmeans government staff need some different skills than those in the "for profit business world".

We KNOW government. It's one thing to offer customer service training to government employees when one has no experience in government. We have twenty five years of experience working in and working with thousands of government employees.

We offer flexible design and delivery. SInce we custom design our seminars to meet client needs, we can put together sessions to fit the realities of your workplace. Only have a few hours to bring staff together in one place? We can combine a short group session with the use of our self-instructional workbook to make that work. Only have a half-day? Not a problem. We often deliver our defusing hostile customers seminars to fit that space.

We'll strategize with you to get the most from our seminars. Often training becomes a one time event, where participants come, learn a few things, then go back to their jobs where they don't apply much of what they've learned. We can help you design a post-seminar strategy for continual and ongoing development of customer service skills, and it doesn't cost anything for us to do so.

Flexible pricing can help get it done. Unlike many companies we don't have a set rate for our defusing hostile customers seminars for government, and the reason is simple. We believe government staff should have the opportunity to learn the skills, and our goal is to get it done. We'll try to negotiate a price with you that works for you, recognizing that governments simply don't have a lot of extra money sititng around, and that training fees (and expectations about what's reasonable) differ tremendously on a regional basis.

Let's Get Started - Want To Preview and Evaluate The Skills We Teach?

You are welcome to contact us to discuss your situations and needs, but if you'd like to get a feel for what we deliver in our seminars, and evaluate whether you think there's a good fit, here's what we recommend. Get a copy of our Defusing Hostile Customers Workbook For The Public Sector. The content, and even some of the exercises are based on our seminars, so if you like the content, skills and learning methods used in this workbook, you WILL probably find the seminar useful.

You can order your printed copy from or (Canada).

If you would like your copy faster, and at a lower cost, consider ording the digital version (PDF) that you can download and read immediately. It's easy and fast. Visit our online store now to order.

Or Just Contact Us

If you want to get the ball rolling, contact us via email at, or by phone at (613) 764-0241. I'd love to hear from you, even if you want some free advice.

About Company

Bacal & Associates is a small training, consulting and publishing company specializing in government. Founded in 1992, we have been serving government training and consulting needs for 22 years. We focus on customer service, communication, performance management, and other management challenges within hte public sector.

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Get in Touch

  • Phone:
    (613) 764-0241
  • Email:
  • Address:
    722 St. Isidore Rd.
    Casselman, Ontario, Canada
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