What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service
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.
Richard S. Gallagher is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.
"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/)
|App required||iOS or Google Play|
|Publisher||AMACOM/American Management Association|
Interested in eBooks? — Please read our brief introduction before purchasing.