What to Say to a Porcupine - by Richard Gallagher (Paperback)
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<p/><br></br><p><b> About the Book </b></p></br></br>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.<p/><br></br><p><b> Book Synopsis </b></p></br></br>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.<p/><br></br><p><b> Review Quotes </b></p></br></br><br><P> "It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal<br><br><P> "This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way." -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)<br><br><P> "With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)<br><br><P> “This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way.” -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)<br><br><P> "It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal<br><br><P> "With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)<br><br>"It succeeds in making basic customer service principles fun, instead of didactic, and the discussion questions at the end of each chapter provide a good jumping-off point at staff meetings." --"Dance Retailer News"<br><br>"It succeeds in making basic customer service principles fun, instead of didactic, and the discussion questions at the end of each chapter provide a good jumping-off point at staff meetings." --"Dance Retailer News"<br><br> "It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal<br><br> "This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way." -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)<br><br> "With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)<br><p/><br></br><p><b> About the Author </b></p></br></br><P> Richard S. Gallagher (Ithaca, NY) is a former customer service executive who is now a popular corporate trainer and public speaker who specializes in the mechanics of customer interaction. He is the author of several books including "Great Customer Connections" (978-0-8144-7308-5).
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