Text Box: Point of Contact Group founder Rich Gallagher is an internationally-known author on communications skills, customer service and workplace culture, whose books have helped thousands of people improve the performance of their own organizations. Click on the hyperlinks below for details or ordering information.


Delivering Legendary Customer Service on the Telephone - A Self-Study Program

by Richard S. Gallagher                     $19.95


This is not your typical “how to be nice on the phone” book! This complete book and self-study program by Rich Gallagher, himself a former call center manager and veteran of 25,000 telephone transactions, teaches you proven techniques to improve your confidence, productivity and customer service quality on the telephone.

Effective Software Customer Support: Second Edition

by Richard S. Gallagher                         $29.95


Effective Software Customer Support is an internationally acclaimed guide to running a computer help desk operation. This book covers the complete set of interpersonal and management skills needed in today's technical support environment.

Delivering Legendary Customer Service: 7 Steps to Success

by Richard S. Gallagher

Oasis Press, ISBN 1-55571-520-6, $14.95


The successor to the bestselling Smile Training Isn’t Enough, a book club selection and Amazon.com top 10 editor’s pick. Your guide to creating the same great front-line service experience as the world’s customer service leaders, every single day, one customer at a time. A step-by step program that really works!

The Soul of an Organization: Understanding the Values That Drive Successful Corporate Cultures

by Richard S. Gallagher

Dearborn Trade Press, ISBN 0-7931-5780-3, $19.95


This national bestseller examines how your values, and not your business practices, drive your success. Using a self-assessment test and examples from over 100 leading organizations, The Soul of an Organization provides a clear game for how to success by developing your own core values and corporate culture.


"Soul of an Organization will give you the what, why, and how of one of the most important business strategies for staying competitive in today's tough market, corporate culture."

Harry Paul, Co-author, FISH! and FISH! Tales



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Just released!

How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work

by Richard S. Gallagher

AMACOM Books, ISBN 0-8144-1015-4, $14.95


How do you tell your boss to stop yelling at everyone? Or a co-worker that he needs to shower more often? Or an employee that her performance is putting her career at risk?


Using principles from strength-based psychology, this book will help you make these encounters painless and effective - and more often than not, create real changes in performance and behavior!

Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service

by Richard S. Gallagher

AMACOM Books, ISBN 0-8144-7308-3, $21.95


This globally-popular book gets to the heart of the Great Customer Connections training methodology. It explores the psychology of customer situations, with simple step-by-step techniques that will dramatically change the way you interact with customers. Read this book, and become supremely confident in any interpersonal situation with customers!


“Rich Gallagher has nailed the essence of serving others with practical ideas that work”

John Miller, bestselling author of QBQ! and Flipping the Switch

National  #1 customer service bestseller!

What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service

by Richard S. Gallagher

AMACOM Books, ISBN 0-8144-1055-3, $19.95


This new book uses 20 humorous tales, faithful to the tradition of Aesop’s fables, to teach the skills of world-class customer service. Developed as a training tool for your entire team, this groundbreaking book follows the genre of books like FISH! and Who Moved My Cheese to make customer skills training more fun than ever!