The Customer Service Survival Kit Read online

  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.