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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 is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.
Summary
What to Say to a Porcupine uses the format of Aesop’s fables to illustrate fundamental principles of customer service in a quick and lighthearted way.
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 engaging books on customer service in existence.
In this book, you’ll explore how:
- great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service in “By a Hare”;
- there’s a better way to great your customers, as one grizzly honey-shop owner discovers in “Bear with Me”;
- and how to handle difficult conversations with customers in a positive, constructive manner, as demonstrated in this book’s titular story “What to Say to a Porcupine.”
Each story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to how to motivate a service team. Fun, quick, and constructive,
What to Say to a Porcupine provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.
