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

By Richard S Gallagher

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 entertaining and instructive books on customer service ever written. "What to Say to a Porcupine" uses the format of Aesop's fables to illustrate fundamental principles of customer service, including:

By a Hare: Great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service.

Bear with Me: One grizzly bear's honey shop undergoes an amazing transformation when he discovers a better way to greet his customers.

What to Say to a Porcupine: When a newly arrived colony of demanding porcupines wreaks havoc on local businesses, readers get a lesson on handling difficult customers in a positive, constructive manner.

Each story is followed by a short discussion, illuminating topics from customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide for anyone involved in customer service.



    REVIEW QUOTES

"With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)




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About the Paperback

Publisher Amacom
Publish date 06/12/2008
Pages 128
ISBN-13 9780814416792
ISBN-10 0814416799
Language English

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