What to Say to a Porcupine
20 Humorous Tales That Get to the Heart of Great Customer Service
Author: Richard S. Gallagher
Pub Date: June 2008
Print Edition: $12.95
Print ISBN: 9780814416792
Page Count: 128
Format: Paper or Softback
e-Book ISBN: 9780814410561
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An entertaining, instructive collection of fables that will inspire the
kind of customer service that keeps people coming back!
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).
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