What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service
What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service  -     By: Richard S. Gallagher
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Thomas Nelson / 2010 / Paperback
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What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

Thomas Nelson / 2010 / Paperback

In Stock
Stock No: WW416792


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Product Information

Format: Paperback
Number of Pages: 128
Vendor: Thomas Nelson
Publication Date: 2010
Dimensions: 7.99 X 5.00 X 0.27 (inches)
ISBN: 0814416799
ISBN-13: 9780814416792

Publisher's Description

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.

Author Bio

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

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