| What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service | 
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Avg. Customer Rating:   (based on 4 reviews)
Sales Rank: 333185
Category: Book
Author: Richard S. Gallagher
Publisher: AMACOM
Studio: AMACOM
Manufacturer: AMACOM
Label: AMACOM
Languages: English (Original Language), English (Unknown), English (Published)
Media: Hardcover
Number Of Items: 1
Pages: 128
Shipping Weight (lbs): 0.4
Dimensions (in): 7.6 x 5.5 x 0.7
ISBN: 0814410553
Dewey Decimal Number: 658.812
EAN: 9780814410554
ASIN: 0814410553
Publication Date: June 12, 2008
Availability: Usually ships in 1-2 business days
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Product 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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| Customer Reviews:
Made me smile - and learn October 26, 2008
1 out of 2 found this review helpful
It's easy to think we don't need one more book on "Customer Service" - yet we still get BAD customer service everywhere. Kudos to Richard Gallagher for taking a new, funny spin on this topic, thereby nudging us to give a new look at how we can give better customer service.
I especially liked the Moral and the Discussion Questions at the end of each chapter because they nail down that everyone drew the same lesson and made me think about how I would apply this information to my business, which is the point of the book in the first place.
A fun, easily-read guide which uses the format of Aesop's fables September 11, 2008
1 out of 1 found this review helpful
WHAT TO SAY TO A PORCUPINE: 20 HUMOROUS TALES THAT GET TO THE HEART OF GREAT CUSTOMER SERVICE is a fun, easily-read guide which uses the format of Aesop's fables to illustrate basic principles of customer service, from listening to customer needs to adjusting behaviors. The result is a light but pointed read perfect for both business and general lending libraries.
Diane C. Donovan
California Bookwatch
A Must Read For Any Customer Service Professional! August 8, 2008
1 out of 2 found this review helpful
`What to say to a Porcupine' is an invaluable resource for anyone who works with customers on a regular basis. This easy-to-read book contains a few questions at the end of each chapter to facilitate thought provoking discussions on the important role of customer service in any organization. Learning has never been so fun!
Porcupines worth remembering July 25, 2008
2 out of 3 found this review helpful
I have been a management consultant and psychologist for over 15 years. As I am constantly looking for memorable and humorous ways to help clients remember valuable psychological principles, I applaud Rich Gallagher and his porcupines.
Gallagher's fables are fun and, ahem, to the point. They are based on solid psychology and excellent common sense.
I especially appreciate Gallagher's reminder that there is not only one way to handle customer service. He notes that not everyone appreciates the nonstop 100-watt smile and an overdose of "chipper", so it pays to have different personality styles in the customer service department.
The book is thin and easy to read; Gallagher's message is worth your time.
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