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The Customer Service Survival Kit Page 18
The Customer Service Survival Kit Read online
Page 18
validation
purpose of
vengeful customer
verbal attacks, fogging and
verbal receipt
walkthrough
war stories, of service providers
warranties, extended
When I Say No, I Feel Guilty (Smith)
“who I am”
“Who knows?”
“Why?” questions
WIIFM (What’s in it for me)
word choice
and saving life
workplaces, employee behaviors
worst-case scenarios
learning to handle
worth, thanks as reaffirmation
“Wow” words
wrap-up
You Tube
About the Author
RICH GALLAGHER MA, MFT is one of the nation’s leading experts on workplace communications skills. His nine books include What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service (AMACOM, 2008), a national number one customer service and business humor bestseller and finalist for 800-CEO-READ’s 2008 Business Book Awards in the Fables category; as well as How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work (AMACOM, 2009).
A former customer service executive and practicing psychotherapist as well as a popular public speaker, Gallagher focuses on the mechanics of what to say in difficult situations, based on the latest principles of behavioral psychology. His track record includes helping to lead a West Coast software startup to become a major NASDAQ company as its director of customer services, as well as leading a 24/7 call center to near-perfect customer satisfaction and near-zero turnover. His training and development firm, Point of Contact Group, has taught over twenty thousand people how to take control of any interpersonal situation.
Gallagher is a member of the National Speakers Association, and he is a veteran of numerous speaking engagements, media appearances, and corporate workshops. He also was the subject-matter expert for the American Management Association’s Communication Boot Camp program. Visit him at www.pointofcontactgroup.com.