Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

by Richard S. Gallagher

Book Overview

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... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0814473083
• ISBN13: 9780814473085
• Release Date: January 2006
• Publisher: AMACOM/American Management Association
• Length: 239 Pages
• Weight: 1.12 lbs.
• Dimensions: 0.8" x 7.3" x 9.2"
• Age Range: 17 years and up
• Grade Range: Grade 12 and higher

Customer Reviews

Excellent Resource

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 Seasons

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