Rich Gallagher, LMFT is one of the nation’s leading experts on workplace communications skills, and a four-time top 50 communications skills author. His nine books include What to Say to a Porcupine, a national #1 customer service bestseller and finalist for 800-CEO-READ’s 2008 Business Book of the Year, as well as How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work and his new project The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, all published by AMACOM.

A former customer service executive and practicing psychotherapist as well as a popular public speaker, Rich focuses on the mechanics of what to say in difficult situations, based on the latest principles of behavioral psychology. His management career includes:

  • Helping to lead a West Coast software startup to become a major NASDAQ firm as its director of customer services,
  • Leading another major 24×7 call center to near-perfect customer satisfaction ratings and near-zero turnover,
  • Heading his own training and development firm Point of Contact Group, where he has taught over 25,000 people how to take control of any interpersonal situation.

A member of the National Speakers Association, Rich’s content has been featured in Dale Carnegie training,, BusinessWeek,, the New York Post, the China Post, Toronto Globe and Mail, morning drive radio, and many other media channels. He has been dubbed “one of the founding fathers of modern customer support” by one of its leading professional societies, and is a veteran of numerous speaking engagements, media appearances and corporate workshops.