Foreword

COMMUNICATION IS AN ART as well as a science. In our modern world of texts, tweets, and emails, coupled with a general oversaturation of information, I believe that communication has actually become a lost art. However, that lost art is about to be reclaimed.

In The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, Rich Gallagher masterfully helps you conquer this lost art form, which will not only help you turn around virtually any customer issue but also give you the nuanced skills to be able to communicate effectively with just about anyone.

While communication as an art form may be lost, it has become more important than ever. Today’s crowded business landscape is extremely competitive, and although it may be easier to superficially reach customers, they are bombarded with so much information that it is difficult to break through the noise. In addition, it is easy for customers to affect your business with their opinions. Myriad outlets, from blogs to review sites to social media, allow customers to share their thoughts about your business, regardless of whether that feedback is accurate or warranted. So your ability to solve issues quickly and effectively—and to plain avoid them in the first place—is one of the greatest assets you and your team can leverage for success.

I’m a tough customer when it comes to books (well truthfully, to just about anything), and I loved this book. Rich Gallagher is one of the best communicators around, and he has a deep, credible background as a writer, communications skills expert, and psychotherapist. The Customer Service Survival Kit is everything you would want in a business book: It’s well written, easy to understand, and, most importantly, relevant and helpful. Plus, I think it’s more than a business book, as the communication lessons within can apply to almost any personal or professional situation.

I’m always amazed at how much of what we say gets lost in translation, especially in a world where everyone seems to be tuned in to their favorite radio station, WIIFM (What’s in It for Me). However, what’s so powerful about communication and the lessons in this book is that the same information can resonate differently with a slight tweak in approach and perspective, clever rephrasing, or just extending some desired empathy.

If you are anything like me, you may have a burning desire to want to explain and show to people what is “right.” But to be successful in any relationship—personal or business-oriented—it is critical to remember the goals. Unfortunately, being right as a goal rarely gets you the best outcome. The Customer Service Survival Kit gives you a framework to set beneficial goals up front, as well as the tools to meet those goals successfully.

I don’t make recommendations often, because I take them very seriously, but I can confidently say that you’ll get a significant return on investment from reading and implementing the advice and strategies in this book, and will likely refer back to it for years to come. Wishing you continued success,

CAROL ROTH
Recovering investment banker, business strategist,
and New York Times bestselling author of The Entrepreneur Equation
www.CarolRoth.com
Twitter: @CarolJSRoth