Overview

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.

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9780814416792

Table of Contents

Reviews

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

<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/)

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/) 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/) 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 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 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 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 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/) 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/) 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/) 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/) 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

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/) 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/) 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 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 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 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/) 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 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/) 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 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/) 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/)

Author Information

RICHARD S. GALLAGHER is a former customer support executive, practicing psychotherapist, and author of several books on customer service and communications skills.

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