His books include What to Say to a Porcupine and The Customer Service Survival Kit. Follow him on Twitter at @GallagherPOC. Contact us at [email protected] ...

His books include What to Say to a Porcupine and The Customer Service Survival Kit. Follow him on Twitter at @GallagherPOC.

The Customer Service Survival Kit: What to Say to Defuse Even the Worst Customer Situations. The book explains how to use the right words to turn volatile situations in to calm and productive ...

Customer service ... start to view your service or product offering as merely a commodity, viewing it interchangeable with the competition, and ultimately putting your very survival at risk.