Text Box: The Point of Contact Group was founded around the idea that the right kind of communications and leadership skills can truly produce dramatic results in workplace performance - where individuals develop personal success traits, and organizations create a real transformation in service quality and morale, by looking at their skills in a new, quantitative light. The Point of Contact Group is the brainchild of Rich Gallagher, a nationally-known business author and software executive who has been hailed as “one of the founding fathers of modern customer support” by a leading professional society. Rich brings over a quarter-century of experience as a management executive and corporate trainer to our firm’s unique approach. He is a widely known spokesperson in the customer service and technical support industry, and helped lead one major West Coast software startup to become a major NASDAQ firm as its director of customer services. His nationally published books include: How to Tell Anyone Anything: Groundbreaking Techniques for Handling Difficult Conversations at Work (AMACOM, 2009), a bold new approach for your most challenging workplace discussions. What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service (AMACOM, 2008), a #1 customer service and business humor bestseller. Great Customer Connections: Simple Psychological Techniques that Guarantee Exceptional Service (AMACOM, 2006), an internationally acclaimed book on the mechanics of how we interact with customers. The Soul of an Organization: Understanding the Values that Drive Successful Corporate Cultures (Dearborn, 2002), an Amazon.com top 2500 bestseller and one of the top 10 corporate culture books in America following its release. Delivering Legendary Customer Service: Seven Steps to Success (Oasis Press, 2000) Smile Training Isn’t Enough: The Three Secrets of Excellent Customer Service (Oasis Press, 1998), a selection of the Doubleday Executive Program Book Club. Effective Software Customer Support (ITCP, 1995), one of the first major textbooks on managing software customer support operations. Originally founded in 1994 as a private consulting practice, the concepts behind The Point of Contact Group’s training programs have produced measurable results for thousands of attendees at major clients nationwide. Today, our associates deliver its unique training and consulting methodology in numerous markets including teleservice, health care, academic service and other environments.

About the Point of Contact Group