What to Say to a Porcupine - 20 Humorous Tales That Get to the Heart of Great Customer Service (Paperback, Special ed.)

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.

General

Imprint:	Amacom Books
Country of origin:	United States
Release date:	June 2018
First published:	June 2008
Authors:	Richard Gallagher
Dimensions:	203 x 127 x 6mm (L x W x T)
Format:	Paperback
Pages:	128
Edition:	Special ed.
ISBN-13:	978-0-8144-1679-2
Categories:	Books > Social sciences > Education > Careers guidance > Industrial or vocational training Books > Business & Economics > Business & management > Management & management techniques > General Books > Business & Economics > Business & management > Sales & marketing > Customer services Books > Business & Economics > Business & management > Business communication & presentation > General Promotions
LSN:	0-8144-1679-9
Barcode:	9780814416792

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