Good customer service might seem like a matter of attitude, but with a little knowledge of basic behavioural psychology, any service rep or team can dramatically improve service quality. "Great Customer Connections" presents a step-by-step program that takes proven psychological principles and turns them into easy-to-apply practices - so each customer interaction becomes a peak experience.
My specialty is teaching people how to communicate in difficult situations. As a former customer service executive - and now as a speaker, trainer, and practicing therapist - my books and training programs explore the mechanics of how we communicate, based on recent principles of behavioral psychology.
I am perhaps best known for my book What to Say to a Porcupine (AMACOM, 2008), a national #1 customer service and business humor bestseller on Amazon.com. My most recent book How to Tell Anyone Anything (AMACOM, 2009) explores how to have painless discussions on your toughest interpersonal situations at work, using techniques from strength-based psychotherapy.
If you are looking for "smile training" or basic advice on communications skills, there are lots of books out there. But if you want to learn what to say to someone after you've just towed their car away - or how to talk to a co-worker who needs to shower more often - or what will defuse a toxic boss - you've come to the right place! Enjoy my books, or Google me to learn more. Welcome!
