Rich Gallagher, MA MFT is one of the nation's leading experts on workplace communications skills. A former customer service executive and practicing psychotherapist, his nine books include the national #1 customer service bestseller What to Say to a Porcupine, How to Tell Anyone Anything, and his forthcoming project The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, all published by Amacom.
Rich has been featured on CNN.com, BusinessWeek, Dale Carnegie training, morning drive radio, and numerous other media outlets worldwide. His firm Point of Contact Group has trained over 20,000 people on what to say in difficult customer and workplace situations.
These techniques will help people at every level of the workplace - ranging from front-line teams to supervisors - learn to effectively influence and coach other people, while building lifelong interpersonal and leadership skills.