Great customer connections

Product Description

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 professionals:

* 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.
Product Details

* Amazon Sales Rank: #261060 in Books
* Published on: 2006-05-19
* Original language: English
* Number of items: 1
* Binding: Paperback
* 256 pages

Editorial Reviews

Review
"If you're ready to wipe out customer complaints, and keep your employees for years, it's time to read this book." -- Niche

"Gallagher has nailed the essence of serving others with practical ideas that work. Make great connections with your customers today!" -- John G. Miller, author of QBQ!: The Question Behind the Question and Flipping the Switch

Review

“If you’re ready to wipe out customer complaints, and keep your employees for years, it’s time to read this book.”

-Niche Magazine

About the Author

Richard S. Gallagher (Ithaca, NY) is an authority on communications skills and workplace culture. A former customer service executive who is now a popular corporate trainer and public speaker, he specializes in the mechanics of customer interaction.

Customer Reviews

Excellent Resource5
In my research for our Customer Advocacy initiative, I've looked at a number of resources, including several books. Of the materials I've read, Gallagher's book is the best. The book is filled with practical advice and many examples for building good customer relationships. Highly recommended for anyone interested in improving customer service.

A Communication Handbook for all Seasons5
In his new book Great Customer Connections, Rich Gallagher has done us all a favor by calling our attention to the need for a more positive approach to dealing with customers, service people, and indeed everyone in our lives. Positive behavior generates positive results. Speaking from a strong understanding of behavioral psychology, Rich's tenets and the vignettes in his book generate a wonderful teaching manual for customer service situations and indeed for communicating in our day to day lives.


A book directed toward business ethics and customer service, I see this book as also a way to teach something we sometimes forget: basic manners when dealing with others. I'm all for encouraging communication skills and re-instigating the use of "Please," and "Thank you," and "May I help you?" in our day to day lives. Gallagher notes that those businesses that are most successful are the ones that provide excellent customer service, that treat all people at all levels in the company with respect, and that know how to react with class to both positive as well as challenging situations. Great Customer Connections is a fabulous learning tool for teaching these communication success strategies.

Lucy Lewis
Co-author, Create Your Own Family Originals