Meet Richard S. Gallagher

Rich Gallagher is one of the nation's leading authorities on customer service and support operations. His four previous books include Smile Training Isn't Enough, an alternate selection of the Executive Program Book Club, and Delivering Legendary Customer Service: Seven Steps to Success.

Rich publishes frequently within the business trade press, and his lengthy management career includes helping to lead a West Coast software startup to become a major NASDAQ firm as its director of customer services. He has developed corporate training materials for Fortune 500 clients, Dale Carnegie and others, and is a veteran of numerous speaking engagements, media appearances and corporate workshops.

Some facts about Soul of an Organization author Rich Gallagher:

  • Rich has been part of the management team of four companies that grew over 100% in the past 15 years, including one firm that has been on Business Week's Hot 100 Growth Companies list for three years straight.


  • He developed the first nationally-published book on managing software customer support operations in 1995, and has been called "one of the founding fathers of modern customer support" by one of its leading professional societies.


  • His 1998 book Smile Training Isn't Enough: The Three Secrets of Excellent Customer Service was rated by Amazon.com editor John Moe as one of the top 10 books on "How to Say the Right Thing Right Away" - alongside books such as Roget's Thesaurus and The Chicago Manual of Style! (It also ranked among Amazon.com's top 5000 books following its release.)


  • Rich began his career in the computer graphics industry, where he edited one of the first textbooks on 3D computer graphics visualization techniques, and worked alongside some of the pioneers of computer-based special effects. (Ever watch shows hosted by Dick Clark Productions such as American Bandstand or New Year's Rockin' Eve? Rich did their original animated logo!)


  • A serious baseball fan, Rich has published articles internationally on the socioeconomic and cultural aspects of the game.


Rich is also the author of a complete suite of training materials and web-based programs designed to improve the productivity and service quality of front-line work environments. For information on Rich's business publications and training materials, distributed by Skills Development International, visit www.sditrain.com.