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

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

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About the Author

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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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