About the author

 

 

 

 

 

 

 

 

 

Rich Gallagher is one of the nation’s leading authorities on customer service, support and workplace culture. He is the author of six nationally-published books, has been dubbed “one of the founding fathers of modern customer support” by one of its leading professional societies, and has personally helped thousands of people dramatically improve the performance of their own organizations. Some of his previous books include:

 

-The Soul of an Organization (Dearborn, 2002), a bestseller that reached the Amazon.com top 2500, was serialized by the Chapter-a-Day Business Book Club, and has been published worldwide in several languages.

 

-Delivering Legendary Customer Service (Oasis Press, 2000), a guide to managing customer service operations that was excerpted in Dale Carnegie training, and whose first edition Smile Training Isn’t Enough (Oasis Press, 1998) was a selection of the Doubleday Executive Program Book Club.

 

-Effective Software Customer Support (ITCP, 1995), the first internationally-published text on managing software “help desk” operations.

 

An engineering graduate of Cornell University, where his dual major in psychology led people to joke that he would grow up to “design bridges that would talk people out of jumping off of them,” Rich instead focused much of his career on something that drew heavily from both of these fields—managing large-scale customer support operations in the growing software industry. Under his leadership, he led one West Coast software startup to become a major NASDAQ firm as its director of customer services, and later served on the management team of several other high-growth technology firms.

 

Now a resident of beautiful upstate New York, Rich—who counts meeting his wife of nearly 30 years among the greatest benefits of learning good communications skills in the workplace—continues to research and train organizations nationwide on the mechanics of successful workplaces.

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Great Customer Connections

Simple psychological techniques that guarantee exceptional service