What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service. Cet article n’est pas disponible.What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

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" takes twenty humorous stories based on Aesop's fables and uses them to illustrate fundamental principles of good customer service. This charming, delightful guide follows each story with a short discussion rich with real-world-examples and illuminating topics from, building customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide anyone involved in customer service will want to add to their library.

Richard S. Gallagher (Newfield, NY) is an authority on communications skills and workplace culture. His previous books include Great Customer Connections. A former customer service executive who is now a popular corporate trainer and public speaker, he specializes in the mechanics of customer interaction.