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

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AMACOM Div American Mgmt Assn, Apr 12, 2008 - Business & Economics - 128 pages
3 Reviews
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 Aesopís 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 bearís 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.
  

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Review: What To Say To A Porcupine: 20 Humorous Tales That Get To The Heart Of Great Customer Service

User Review  - Donna Agnelly - Goodreads

Read for work. Quick read - short tales with good advice. Nice little book to pick up to help tweek your customer service skills. Read full review

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

User Review  - Jeff - Goodreads

Read this as a team and reviewed a chapter a week. Some solid points for providing Customer Service. Read full review

Contents

On the Front Lines
27
RESPECT
51
Service Strategy
71
You and Your Service Team
89
Good Service Is More Than a Fable
99
Index
109
About the Author
111
Copyright

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About the author (2008)

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).

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