Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

by Richard S. Gallagher

Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioral psychology, any service rep or team can dramatically improve service quality. Great Customer Connections presents a step-by-step program for turning each customer interaction into a peak experience. Adapting scientific research into easy-to-apply practices, the book lets service * connect with customers and "speak the language" of each one's unique personality * use the "secret phrases" that make them feel great * tell them anything without upsetting them * stop saying "no" --permanently * defuse any crisis and take command of each interaction even with difficult or unclear customers Combining known principles of behavioral psychology with field-proven techniques, Great Customer Connections is the key to revolutionizing the service quality that you, your team, and your entire company provide.

237 pages, Paperback

First published May 1, 2006

About the author

Arabic: ريتشارد إس. جالاجر

Richard S. Gallagher LMFT

My specialty is teaching people how to communicate in difficult situations. As a former customer service executive - and now as a speaker, trainer, and practicing therapist - my books and training programs explore the mechanics of how we communicate, based on recent principles of behavioral psychology.

I am perhaps best known for my two #1 customer service bestsellers The Customer Service Survival Kit (AMACOM, 2013) and What to Say to a Porcupine (AMACOM, 2008), as well as How to Tell Anyone Anything (AMACOM, 2009), which explores how to handle difficult workplace conversations.

If you are looking for "smile training" or basic advice on communications skills, there are lots of books out there. But if you want to learn what to say to someone after you've just towed their car away - or how to talk to a co-worker who needs to shower more often - or what will defuse a toxic boss - you've come to the right place! Enjoy my books, or Google me to learn more. Welcome!

Reviews

[Rache · Rating 5 out of 5]

This is truly one of the greatest customer service books. It touches on the truth that smile service is not enough, that our personalities need not change to serve, that proper communication is key. It helps the reader understand the paradigm of the service personnel and guides the reader how to be customer-focused.

I read this book in 2007 and to this date I still use it. Other books have lengthy examples and motherhood statements, this book shows the readers techniques on how to be customer-focused; how to communicate respect and empathy to the guests. It explains why customers may not always be right but why we still serve them like kings.

Anyone who is interested to serve must read this book :)

[Jacob O'connor · Rating 5 out of 5]

Richard Gallagher has helped my career as much as any author. If this guy writes a book about diagraming sentences, I'll read it. Anyone in customer service owes it to himself to read this.