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

Gallagher, Richard S.

Couverture souple

ISBN 10 : 0814416799 ISBN 13 : 9780814416792

Editeur : Amacom, 2018

Synopsis

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.

A propos du livre

À propos de l'auteur

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

Détails de l'édition

• Éditeur: Amacom
• Date d'édition: 2018
• Langue: anglais
• ISBN 10: 0814416799
• ISBN 13: 9780814416792
• Reliure: Broché
• Nombre de pages: 126
• Coordonnées du fabricant: non disponible
• Personne responsable: gpsr@libri.de; gpsr@libri.de; ; Europaallee 1; Bad Hersfeld; 36244; Allemagne