| What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service Contributor(s): Gallagher, Richard (Author) |
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ISBN: 0814416799 ISBN-13: 9780814416792 Publisher: Amacom OUR PRICE: $12.30 Product Type: Paperback - Other Formats Published: June 2008 |
| Additional Information |
| BISAC Categories: - Business & Economics | Customer Relations - Business & Economics | Skills - Business & Economics | Training |
| Dewey: 658.812 |
| Physical Information: 0.27" H x 5" W x 8" (0.29 lbs) 128 pages |
| Descriptions, Reviews, Etc. |
| Publisher 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 engaging books on customer service in existence. 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. 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. |
Contributor Bio(s): Gallagher, Richard: - RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills. |