{"product_id":"what-to-say-to-a-porcupine-20-humorous-tales-that-get-to-the-heart-of-great-customer-service-9780814416792","title":"What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service","description":"\u003cp\u003e\u003cstrong\u003e\u003cem\u003eWhat to Say to a Porcupine\u003c\/em\u003e uses the format of Aesop's fables to illustrate fundamental principles of customer service in a quick and lighthearted way.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eWhat 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.\u003c\/p\u003e\u003cp\u003eIn this book, you'll explore how: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003egreat 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\";\u003c\/li\u003e\n\u003cli\u003ethere's a better way to great your customers, as one grizzly honey-shop owner discovers in \"Bear with Me\";\u003c\/li\u003e\n\u003cli\u003eand 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.\"\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eEach 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, \u003cem\u003eWhat to Say to a Porcupine\u003c\/em\u003e provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Richard Gallagher\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amacom\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 06\/12\/2008\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 128\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.29lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.00h x 5.00w x 0.27d\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9780814416792\u003cbr\u003e\u003cp\u003e\u003cb\u003eAbout the Author\u003c\/b\u003e\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e 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).\u003cbr\u003e\u003c\/p\u003e\u003cp\u003e\u003ci\u003eThis title is not returnable\u003c\/i\u003e\u003cbr\u003e\u003c\/p\u003e","brand":"Amacom","offers":[{"title":"Paperback","offer_id":44911778005107,"sku":"9780814416792","price":13.95,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0555\/9255\/0515\/files\/img_c6c29e1d-3166-4d60-b240-9b145879a032.jpg?v=1777568845","url":"https:\/\/bookstorenmore.com\/en-de\/products\/what-to-say-to-a-porcupine-20-humorous-tales-that-get-to-the-heart-of-great-customer-service-9780814416792","provider":"Bookstore N More","version":"1.0","type":"link"}