Overview

An entertaining, instructive collection of fables that will inspire the kind of customer service that keeps people coming back!

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.

About the Author

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).