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

Book Cover
Average Rating
Publisher:
American Management Association,
Pub. Date:
c2008.
Language:
English
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.
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ISBN:
9780814410561
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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 2017-08-14 05:04:50AM

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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_sub 20 humorous tales that get to the heart of great customer service