Books by Richard S. Gallagher

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 Connections presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience.

The Perfect Company is a simple but powerful business fable that looks at high performance through the eyes of a children's software company.Based on best practices of leading organizations, it shows how values succeed far beyond rules and metrics.