What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

What to Say to a Porcupine uses the format of Aesop's fables to illustrate fundamental principles of customer service in a quick and lighthearted way.

What do a demanding colony of porcupines, an upscale restaurant run by hyenas, and a famous medieval knight have in common? They are all part of one of the most engaging books on customer service in existence.

In this book, you'll explore how:

• great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service in "By a Hare";
• there's a better way to great your customers, as one grizzly honey-shop owner discovers in "Bear with Me";
• and how to handle difficult conversations with customers in a positive, constructive manner, as demonstrated in this book's titular story "What to Say to a Porcupine."

Each story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to how to motivate a service team. Fun, quick, and constructive, What to Say to a Porcupine provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.

Author: Richard Gallagher
Publisher: Amacom
Published: 06/12/2008
Pages: 128
Binding Type: Paperback
Weight: 0.29lbs
Size: 8.00h x 5.00w x 0.27d
ISBN: 9780814416792

About the Author

Richard S. Gallagher (Ithaca, NY) is a former customer service executive who is now a popular corporate trainer and public speaker who specializes in the mechanics of customer interaction. He is the author of several books including "Great Customer Connections" (978-0-8144-7308-5).

This title is not returnable