Advance praise from business thought leaders on The Customer Service Survival Kit:


“Rich Gallagher masterfully helps you turn around virtually any customer issue, and gives you the nuanced skills to be able to communicate effectively with just about anyone.”

-Carol Roth, NY Times bestselling author of The Entrepreneur Equation


“This brilliant book is a page-turner. Richard Gallagher gives captivating explanations of more than just WHAT to say to upset customers: he tells you why to say it, when, and how. It’s a must-read for anyone who serves customers.”

-Marilyn Suttle and Lori Jo Vest, authors, Who’s Your Gladys? How to Turn Even the Most Difficult Customer Into Your Biggest Fan


“One of the most overlooked parts of providing great customer service is addressing the emotional state and needs of your customers — regardless of the “facts” of the situation. Listen to Rich and you’ll nail this crucial aspect of service — and greatly enhance your company’s performance.”

Micah Solomon, author, High-Tech, High-Touch Customer Service


“Rich Gallagher explores the daunting task of dealing with your most difficult customers in The Customer Service Survival Kit. This invaluable book provides service professionals of all levels with a clear framework of how to anticipate customer expectations and turn customer service nightmares into winning situations – every time!”

Carolyn Healey, Publisher, and


“What is the key to great customer service? Rich Gallagher shows how to confidently handle even the worst customer service issues!”

Barry Moltz, author of Bounce! and Small Town Rules


“Rich Gallagher is truly a customer service rock star!”

Prof. Susan Stafford, Chair of Hotel and Restaurant Management, SUNY TC3


“If you’ve delivered any sort of service to customers, you know bad things sometimes happen to good customers. But there’s never been a guide to handle these problems – until now. Rich Gallagher penned THE ultimate guide to what happens when things go wrong – and they will go wrong! This book is filled with useful insights even the most experienced customer service professional can learn from. Run – don’t walk – to get your copy today.”

Phil Gerbyshak, Chief Connections Officer and author of 4 books and over 2000 articles on customer service, social media and more,


“When the worst case scenarios happen, as they often do when serving customers, this book is a lifesaver!  Knowing what to say, when to say it and how to say it will be the difference between having a former customer and a loyal customer!”

Randi Busse, Co-author of Turning Rants Into Raves:  Turn Your Customers On Before They Turn On YOU!