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The Customer Service Survival Kit |

The Customer Service Survival Kit. The Customer Service Survival Kit. Rich Gallagher is truly a customer service rock star! Prof Susan Stafford, Chair Hotel and Restaurant Management, SUNY TC3. Purchase Book at Amazon.com. Learn how to handle *any* customer situation. This is the first book that teaches you how be confident in any customer situation, using the same skills hostage negotiators, crisis counselors, and psychotherapists use! Develop strong communications and leadership skills. Carol Roth, NY ...

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R.S. Gallagher and Associates

Richard Gallagher

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R.S. Gallagher and Associates

Richard Gallagher

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It●●ca , New York, 14852-4023

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R.S. Gallagher and Associates

Richard Gallagher

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It●●ca , New York, 14852-4023

United States

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rs●●●●●●@aol.com

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The Customer Service Survival Kit | | customerservicesurvivalkit.com Reviews

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The Customer Service Survival Kit. The Customer Service Survival Kit. Rich Gallagher is truly a customer service rock star! Prof Susan Stafford, Chair Hotel and Restaurant Management, SUNY TC3. Purchase Book at Amazon.com. Learn how to handle *any* customer situation. This is the first book that teaches you how be confident in any customer situation, using the same skills hostage negotiators, crisis counselors, and psychotherapists use! Develop strong communications and leadership skills. Carol Roth, NY ...

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6 speaking/training

7 reviews

8 blog

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The Customer Service Survival Kit | | customerservicesurvivalkit.com Reviews

https://customerservicesurvivalkit.com

The Customer Service Survival Kit. The Customer Service Survival Kit. Rich Gallagher is truly a customer service rock star! Prof Susan Stafford, Chair Hotel and Restaurant Management, SUNY TC3. Purchase Book at Amazon.com. Learn how to handle *any* customer situation. This is the first book that teaches you how be confident in any customer situation, using the same skills hostage negotiators, crisis counselors, and psychotherapists use! Develop strong communications and leadership skills. Carol Roth, NY ...

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customerservicesurvivalkit.com

1

Synopsis

http://www.customerservicesurvivalkit.com/chapters/subpage1

The Customer Service Survival Kit. I love worst-case scenarios. Because they hold the key to creating truly incredible service. When people don’t bother to ask you what you want, it is often because they are afraid they won’t be able to handle what you tell them. When someone tells you “no,” they are hiding behind their policies because they have no idea how to negotiate with you. Even though they wear name tags that say, “Hi, Can I Help You? So how do you change this fear? Carol Roth's blog.

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About

http://www.customerservicesurvivalkit.com/chapters

The Customer Service Survival Kit. The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations. By Richard S. Gallagher, MA MFT. Foreword by Carol Roth, New York Times bestselling author of. This is the book that will fundamentally change the way we look at difficult customer situations. Most bad service isn’t caused by rudeness or indifference. It is caused by. Customer situation and unlock the real secret of delivering excellent service all the time. The power of leaning...

3

Table of Contents

http://www.customerservicesurvivalkit.com/chapters/subpage2

The Customer Service Survival Kit. Foreword by Carol Roth. PART I WHY WORST-CASE SCENARIOS MATTER. Chapter 1 Understanding the Uh-Oh Moment. Why Worst-Case Scenarios Are Important. Good Intentions Are Not Enough. PART II TOOLS FOR DEFUSING A CUSTOMER CRISIS. Chapter 2 Leaning Into Criticism. Step 1: Hand Their Complaint Back to Them. Step 2: Use Wow Words. Step 3: Steal All Their Good Lines. Step 4: Never Defend Yourself. Why Leaning In is So Hard And Why You Must Fight Back. The Other Golden Rule. A New...

4

Author

http://www.customerservicesurvivalkit.com/author

The Customer Service Survival Kit. Rich Gallagher, LMFT is one of the nation’s leading experts on workplace communications skills, and a four-time Amazon.com top 50 communications skills author. His nine books include. What to Say to a Porcupine. A national #1 customer service bestseller and finalist for 800-CEO-READ’s 2008 Business Book of the Year, as well as. How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work. And his new project. All published by AMACOM.

5

Blog |

http://www.customerservicesurvivalkit.com/category/blog

The Customer Service Survival Kit. March 10th, 2013. Rarr; 7:59 am @ admin. Visit the official blog for author Rich Gallagher’s training and development firm Point of Contact Group, for free tips on handling customer situations, communications skills, and much more:. Http:/ point-of-contact.blogspot.com. Or use the “Subscribe” link on the front page to get updated regularly via e-mail!

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pointofcontactgroup.com

New book hits #1 in customer service

http://www.pointofcontactgroup.com/uncategorized/new-book-hits-1-in-customer-service

New book hits #1 in customer service. The Customer Service Survival Kit. The latest book by Point of Contact Group founder Rich Gallagher, launched on March 27 as a #1 customer service bestseller on Amazon.com. It also reached the top 3 in the communications skills and sales and selling categories, and has continued to sell strongly since its launch week. It is published by leading business publisher AMACOM Books in the USA, and also distributed worldwide by McGraw-Hill. The Customer Service Survival Kit.

pointofcontactgroup.com

The Customer Service Survival Kit: Launch date March 27

http://www.pointofcontactgroup.com/uncategorized/the-customer-service-survival-kit-launch-date-march-27

The Customer Service Survival Kit: Launch date March 27. The national launch for Rich Gallagher’s new book. The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Service Situations. Will take place March 27, 2013. To top to top. Ithaca, NY 14852-4023 USA. Telephone: 1 607 564 9878.

rsgallagher.com

Richard S. Gallagher - sample projects

http://www.rsgallagher.com/index_files/Page327.htm

Richard S. Gallagher - Selected publication clips. Intro and Chapter 1 from The Customer Service Survival Kit (AMACOM, 2013). Bear With Me - chapter from What to Say to a Porcupine (AMACOM, 2008). Chapter 1 from Great Customer Connections (AMACOM, 2006). Chapter 1 from The Soul of an Organization (Dearborn Trade, 2002). National Cancer Institute Monograph 18: Greater than the Sum: Systems Thinking in Tobacco Control. National Cancer Institute Monograph 17: Evaluating ASSIST. Quantifying the Values That D...

point-of-contact.blogspot.com

Point of Contact - A Communications Skills Blog: March 2013

http://point-of-contact.blogspot.com/2013_03_01_archive.html

Point of Contact - A Communications Skills Blog. Comments from communications skills author and trainer Rich Gallagher. Friday, March 29, 2013. We're number 1 (again)! Wednesday we kicked off the launch campaign for my new book The Customer Service Survival Kit. With a webinar sponsored by Citrix GoToAssist. And industry portal site (and longtime partner-in-crime) SupportIndustry.com. And I will never forget that taste of electricity in my mouth when it first hit #1.) But this new book had a very dif...

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The Customer Service Survival Kit |

The Customer Service Survival Kit. The Customer Service Survival Kit. Rich Gallagher is truly a customer service rock star! Prof Susan Stafford, Chair Hotel and Restaurant Management, SUNY TC3. Purchase Book at Amazon.com. Learn how to handle *any* customer situation. This is the first book that teaches you how be confident in any customer situation, using the same skills hostage negotiators, crisis counselors, and psychotherapists use! Develop strong communications and leadership skills. Carol Roth, NY ...

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