Recent publications by Richard S. Gallagher

Click on the title of any of these books for details, reviews and ordering information. Selected titles (those with ISBN numbers) are also available worldwide through your favorite bookstore.

The Soul of an Organization: Increasing Productivity and Profits by Assessing, Identifying and Improving Your Corporate Culture
by Richard S. Gallagher
Dearborn Trade Press, ISBN 0-7931-5780-3, $19.95

This important new book 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 will help you create your own winning corporate culture.

Hiring for Great Service: Recruiting and Retaining Your Best People
by Richard S. Gallagher
An SSPA White Paper Report

This booklet examines the secrets of successful hiring and low turnover for any service environment, including the recruiting process, candidate assessment, building an internal "brand identity," and creating a strong retention strategy.

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!

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.