What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

ISBN-13: 9780814416792 / Angielski / Miękka / 2008 / 128 str.

Richard S. Gallagher

Opis

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.