What to Say to a Porcupine

20 Humorous Tales That Get to the Heart of Great Customer Service

 What to Say to a Porcupine

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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Table of Contents


Acknowledgments xi

Introduction xiii

Section I: The Basics

Chapter 1. Send in the Clowns • 3

Moral: Make a good first impression

Chapter 2. Running with the Pack • 8

Moral: Listen to your customers

Chapter 3. My Big Fat Greek Chorus • 14

Moral: Don’t hassle your customers

Chapter 4. Squawk! • 18

Moral: Avoid negative expectation

Chapter 5. The Snipe Hunt • 23

Moral: Don’t be a snipe

Section II: On the Front Lines

Chapter 6. What to Say to a Porcupine • 29

Moral: Never confront someone who is prickly

Chapter 7. Bear with Me • 35

Moral: Good service is all in the mechanics

Chapter 8. Murphy’s Law Practice • 38

Moral: Shine when things go wrong

Chapter 9. Chilly Willy • 42

Moral: Silence isn’t golden

Chapter 10. Whatever • 47

Moral: Focus on your customer

Section III: R-E-S-P-E-C-T

Chapter 11. The Knight Shift • 53

Moral: Treat customers with respect

Chapter 12. Piggies • 59

Moral: Good products don’t excuse bad service

Chapter 13. The Bee Line • 63

Moral: Respect diversity

Chapter 14. Going to the Dogs • 67

Moral: Use positive reinforcement

Section IV: Service Strategy

Chapter 15. Shrink to Fit • 73

Moral: Get into your customers’ heads

Chapter 16. Sloth Is Not a Vice • 77

Moral: Undercommit and overdeliver

Chapter 17. The Mopes • 82

Moral: You don’t have to be perky to give great service

Chapter 18. By a Hare • 86

Moral: Go the extra mile

Section V: You and Your Service Team

Chapter 19. Can I Help You? • 91

Moral: You can’t create good service with rules

Chapter 20. The Coach • 95

Moral: Motivation is all about them, not just you

Epilogue: Good Service Is More Than a Fable • 99

Index 109

About the Author 111

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