Bestselling author, marketing consultant and social reformer Lynn Serafinn hosts communications skills expert, author, speaker, and psychotherapist, Rich Gallagher. Rich Gallagher is a leading expert on workplace communications skills. A former customer service executive and practicing psychotherapist, his nine books include the US #1 customer service bestseller What to Say to a Porcupine, How to Tell Anyone Anything, and his latest book The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations, all published by AMACOM. Rich has been featured on CNN.com, BusinessWeek, Dale Carnegie training, morning drive radio and numerous other media outlets worldwide. His firm Point of Contact Group has trained over 25,000 people on what to say in difficult customer and workplace situations. In tonights show Rich will discuss how to handle your very worst customer situations, using techniques from hostage negotiators, crisis counselors, psychotherapists and others. Specific techniques include how to "lean in" to criticism, why most people do not know how to acknowledge other people, how to deliver bad news, how to handle arrogant and demanding customers and more! Tune in and learn how to handle even the very worst situations and how to become supremely confident with any customer. As usual, at the end of the show, Lynn and her guest will play the 7 Graces Lightning Round when, in less than 3 minutes, our guests will show how each of the 7 Graces relates to everything discussed during the show.

Customer service | Communication | Hostage negotiator | Business | Author