Richard S. Gallagher - Writing and publishing credits


Experienced freelance writer and ghostwriter with expertise in science and technology, business management, computing, communications skills, leadership, psychology and numerous other topics.


Author of numerous critically acclaimed books on communications skills, workplace culture and technology:

 The Customer Service Survival Kit, AMACOM, 2013. A #1 customer service bestseller.

 How to Tell Anyone Anything: Breakthrough Techniques for Handling Difficult Conversations at Work, AMACOM, 2009. Top 10 career skills book.

 What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service, AMACOM, 2008. Ranked #1 customer service and #1 business humor on in January 2009, top 10 business humor worldwide, finalist for 800-CEO-READís 2008 Business Book of the Year.

 Great Customer Connections: Simple Psychological Techniques that Guarantee Exceptional Service, AMACOM, 2006. Spanish edition 2007.

 The Perfect Company: A Simple Four-Step Process for Creating a High-Performance Workplace, Skills Development International, 2003. A selection of the Forbes Book Club.

 The Soul of an Organization: Understanding the Values That Drive Successful Corporate Cultures, Dearborn Trade Publishing, 2002. Reached top 2500 and number 15 on BizReading.comís BestMovers list. A selection of the Chapter-a-Day Business Book Club. Published in four languages worldwide.

 Delivering Legendary Customer Service: Seven Steps to Success, Oasis Press, 2000. Second edition of Smile Training Isnít Enough. A selection of the Forbes Book Club. Excerpted in Dale Carnegie Training.

 Delivering Legendary Customer Service on the Telephone, Skills Development International, 1998.

 Smile Training Isn't Enough: The Three Secrets of Excellent Customer Service, Oasis Press, 1998. An alternate selection of the Doubleday Executive Program Book Club.

 Effective Software Customer Support, International Thomson Computer Press, 1995.

 Computer Visualization, CRC Press, 1994 (editor).


Extensive freelance and technical writing experience

 Ghostwriter for two ďA-listĒ business thought leadership books.

 Style and content editor for the National Cancer Instituteís Smoking and Tobacco Control Monograph Series, as well as numerous other research and public health projects.

 Over 100 articles and editorials in markets including Time Magazine,, Training Magazine, Personal Excellence,, IEEE Spectrum, Mechanical Engineering, and many others.

 Business and research whitepaper projects for Battelle, SSPA,, and others.

 Corporate newsletter editing and article content for PATRAN News, CBORD UserNews, Putting the Patient First and others.

 Book except on respect and leadership used in Dale Carnegie on-line training.

 Numerous manual and book projects, articles, training materials, refereed journal papers and web sites. Experience in corporate, academic, government and other environments.


Partial client list

 National Cancer Institute

 National Institutes of Health

 Battelle Centers for Public Health Research & Evaluation

 Concept Systems

 TransAct Technologies

 McMurry Publications

 NEC Business Communications Systems

 Cornell University

 National Association of Business Management

 MSC Software



 ITC Project, University of Waterloo

 University of Illinois, Chicago

 and many others


Click here for sample publication clips