Great Customer Connections.pdf

More praise for Great Customer Connections

‘‘In this book Gallagher enables people to manage complex

and ever-changing situations with easy-to-grasp ideas and

techniques. His work has literally transformed how we at the

university have been working with parents, students, and

others—and now some of our staff who were struggling have

become stars.’’

—Dr. Adam Weinberg, Dean of the College, Colgate

University

‘‘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

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GREAT CUSTOMER CONNECTIONS

Simple Psychological Techniques That Guarantee Exceptional Service

Richard S. Gallagher

AMERICAN MANAGEMENT ASSOCIATION

New York ■ Atlanta ■ Brussels ■ Chicago ■ Mexico City ■ San Francisco

Shanghai ■ Tokyo ■ Toronto ■ Washington, D.C.

Special discounts on bulk quantities of AMACOM books are

available to corporations, professional associations, and other

organizations. For details, contact Special Sales Department,

AMACOM, a division of American Management Association,

1601Broadway,NewYork,NY10019.

Tel.: 212-903-8316. Fax: 212-903-8083.

Website: www.amacombooks.org

This publication is designed to provide accurate and authoritative

information in regard to the subject matter covered. It is sold with

the understanding that the publisher is not engaged in rendering

legal, accounting, or other professional service. If legal advice or

other expert assistance is required, the services of a competent

professional person should be sought.

Library of Congress Cataloging-in-Publication Data

Gallagher, Richard S.

Great customer connections : simple psychological techniques that

guarantee exceptional service / Richard S. Gallagher.

p. cm.

Includes bibliographical references and index.

ISBN 10: 0-8144-7308-3 (pbk.)

ISBN 13: 978-0-8144-7308-5

1. Customer services. 2. Customer services—Psychological aspects.

3. Customer relations. 4. Customer relations—Psychological aspects.

I. Title.

HF5415.5.G348 2006

658.8 12—dc22

2005033220

2006 Richard S. Gallagher

Printed in the United States of America.

This publication may not be reproduced,

stored in a retrieval system,

or transmitted in whole or in part,

in any form or by any means, electronic,

mechanical, photocopying, recording, or otherwise,

without the prior written permission of AMACOM,

a division of American Management Association,

1601Broadway,NewYork,NY10019.

Printing number

10987654321

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