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
Buy the book:
How Do You Get to the Heart of Customer Service?
New AMACOM book is an entertaining, instructive collection of fables that inspires the kind of customer service that keeps people coming back.
“Rich Gallagher knows more about customer service than anyone on the planet! His 'Porcupine' book makes you laugh at the serious subject of servicing customers. After all, delivering great service should be fun!”
—Bill Rose, founder, Service & Support Professionals Association (SSPA)
In the age-old tradition of illustrating foibles through fables, Richard S. Gallagher’s new book, WHAT TO SAY TO A PORCUPINE: 20 Humorous Tales That Get to the Heart of Great Customer Service (AMACOM 2008), uses the format of Aesop’s fables to illustrate fundamental principles of customer service. The book covers every aspect of exceptional service, from basics like listening and making a good impression to excelling when one's best laid plans go south. Readers will find practical, proven lessons they can put to work immediately, 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.
Gallagher, a popular corporate trainer and public speaker specializing in the mechanics of customer interaction, uses amusing stories to provide readers with valuable lessons on motivating their staff, and why under-committing (that’s right, under-committing) is good. Readers will find prime examples of getting inside their customers’ heads and how what goes around comes around. (You never know when your customer will be in a position to help you.) Just as Aesop’s classic fables combined wit and wisdom to teach us about ourselves, so do Gallagher’s tales deliver humor and business savvy in perfect balance, following up each story with a short discussion of how it applies to the world of business.
While great service is a serious undertaking, it can also be a lot of fun—and so is learning how to do it. Quick, constructive, and hilarious, WHAT TO SAY TO A PORCUPINE is a powerful guide for anyone involved in customer service.
“Gallagher’s fables use gentle humor and solid psychology to help your team resolve prickly situations, and help your business survive in the jungle of customer service!”
—Dr. Jennifer J. Halpern, negotiation expert and President of ZevGroup Change Management Consulting Services
About the Author:
Richard S. Gallagher is a communication skills expert and former customer service executive who heads the Point of Contact Group, a training and development firm in Ithaca, New York. He is the author of several books, including Great Customer Connections: Simple Psychological Techniques That Guarantee Exceptional Service (AMACOM 2006) and The Soul of an Organization (Kaplan 2002).
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