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What to say to a porcupine: 20 humorous tales that get to the heart of great customer service

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Average Rating
Publisher:
American Management Association,
Pub. Date:
c2008.
Language:
English
Description
Not many guides to achieving high-quality customer service employ a whoopee cushion, but popular corporate trainer Gallagher explains why, in this case, such a device is absolutely necessary. Drawing on the ancient art of fable-telling, Gallagher gets to the heart of great customer service through an unlikely cast of characters (restaurateur hyenas, for example) that illustrate each one of his primary themes. As readers page through they will spot familiar types, including demanding customers, lackluster service providers, and themselves. Gallagher explains, in each case, what managers have to do to find common ground with customers, listen carefully and apply what they learned, locate what is important and make appropriate assessments, and build customer organizations that are nimble, responsive, and cost-effective. Although his approach is both memorable and fun, Gallagher is serious about improving customer service across all sectors. Annotation ©2009 Book News, Inc., Portland, OR (booknews.com)
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ISBN:
9780814410561
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Grouping Information

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full_title what to say to a porcupine 20 humorous tales that get to the heart of great customer service
author gallagher richard s
grouping_category book
lastUpdate 2016-12-14 05:07:33AM

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physical xiv, 111 p. : ill. ; 20 cm.
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title What to say to a porcupine 20 humorous tales that get to the heart of great customer service
title_display What to say to a porcupine 20 humorous tales that get to the heart of great customer service
title_full What to say to a porcupine [electronic resource] : 20 humorous tales that get to the heart of great customer service / Richard S. Gallagher
title_short What to say to a porcupine
title_sort what to say to a porcupine 20 humorous tales that get to the heart of great customer service
title_sub 20 humorous tales that get to the heart of great customer service