Welcome to the official website for the book that is changing customer service.

 

There is a new science of customer service—one that will dramatically change your service quality, morale and turnover!

 

Great Customer Connections is your step-by-step guide to the next great revolution in customer relations, using known principles of behavioral psychology that change any customer situation. Its techniques have become the service quality secret of many of America’s leading organizations.

 

Come inside and learn more—you will never look at customer situations the same way again!

 Home       The Book       The Author       Blog       Buzz       Events       Training       Contact

Great Customer Connections

Simple psychological techniques that guarantee exceptional service

Available nationwide in leading bookstores and on-line retailers from AMACOM Books.

News Flash!

 

Bring Great Customer Connections to your organization!

The Point of Contact Group, home of the Great Customer Connections corporate training program, offers a full range of communications, coaching and leadership programs that will dramatically change your organization’s success in interacting with people. Visit them at www.pointofcontactgroup.com to learn more about their on-site programs, public workshops, and (coming soon) blended e-learning. Learn what thousands of students from the Ivy League to major customer contact environments now know about the science of great service!

 

Great Customer Connections becomes a top global seller

McGraw Hill, who distributes Great Customer Connections in Europe and Asia, ranked it as its 26th top selling trade book during the summer of 2006, alongside bestsellers Peter Drucker, Vince Lombardi Jr. and others!

 

Great Customer Connections reviewed in Business Week and key trade publications

Business Week’s Savvy Selling column looks at how the communications skills in Great Customer Connections can be used to supercharge your sales efforts—read columnist Michelle Nichols’ “Connections that Close Deals” right here. As of August 2006, Great Customer Connections has now been reviewed in nearly every major sales, customer support and training magazine in the US—check out our Buzz page for more details!

 

Learn more: Hear author Rich Gallagher talk about how to create great customer connections with morning personalities Wayne and Jayne from KBS radio. Click here to listen!