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Can you really change the way that you and your team communicate, in a way that makes dramatic changes in your customer service, workplace performance, morale and turnover? Yes you can.
The Point of Contact Group’s approach represents a radical departure from traditional communications skills and customer service training. Our nationally-published books have changed the dialogue on how we communicate at work—and our intensive training programs will fundamentally change the way that you interact with customers and each other, coach your employees, and lead your organization. |
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Our latest books on communications skills
Point of Contact Group founder Rich Gallagher is a nationally-known author on the mechanics of effective communication. Some of his recent books include:
How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work (AMACOM, 2009) is a groundbreaking new book on how to make your most challenging workplace discussions painless—and effective— by using principles from strength-based psychology.
What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service (AMACOM, 2008) uses humorous business stories, faithful to the tradition of Aesop’s fables, to make learning world-class customer skills fun for your entire team! A national #1 customer service and business humor bestseller that was a finalist for the 2008 Business Book Awards from 800-CEO-READ.
Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service (AMACOM, 2006), a top global seller critically acclaimed in Business Week and the trade press, provides a step-by-step approach for dramatically changing your interactions with customers.
Visit our publications page for more details. |
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News flashes
New book and training program
Rich Gallagher’s new book How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work is now available worldwide, and its companion workshop is drawing rave reviews! Check out our Communications page for more details.
Public seminars
The Point of Contact Group now offers public seminars in the Northeast - click here for dates and locations.
Free mini-course!
Purchase our #1 customer service bestseller What to Say to a Porcupine at Amazon.com, and get a free mini-course to help use this book with your team! Includes sample fable, student and leaders guides, a team exercise, and a PowerPoint presentation. Just e-mail your Amazon receipt to info -at- whattosaytoaporcupine -dot- com and enjoy! |
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Our flagship programs on customer skills, coaching, feedback, employee relations, and leadership all share one thing in common: they use the latest techniques from behavioral and performance psychology to help your team become supremely confident in any interpersonal situation, and create measurable performance changes in your organizations, including:
-Dramatic improvements in customer service quality -Higher morale and reduced turnover -Greater cooperation and teamwork -Much more effective coaching and supervision -Interpersonal and leadership skills that last a lifetime
It’s all about results We have helped thousands of training attendees change the way they communicate - while our bestselling books on communications and leadership skills have changed the fabric of business life worldwide. With a client list that ranges from the Ivy League to major call centers, retailers and health care organizations, our programs are quickly becoming the new standard in improving workplace performance. Contact us today and see what the science of good communications skills can do for your team! |
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See for yourself What do you say to a customer after you’ve just towed their car away? Click here for free sample case studies of how our approach changes everything about how you communicate with clients, co-workers, and others! |
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