What to Say to a Porcupine - by Richard Gallagher (Paperback)

About the Book

Book 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.

Review Quotes

"It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal

"This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way." -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)

"With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)

“This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way.” -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)

"It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal

"With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)

"It succeeds in making basic customer service principles fun, instead of didactic, and the discussion questions at the end of each chapter provide a good jumping-off point at staff meetings." --"Dance Retailer News"

"It succeeds in making basic customer service principles fun, instead of didactic, and the discussion questions at the end of each chapter provide a good jumping-off point at staff meetings." --"Dance Retailer News"

"It is... an easy-to-read teaching vehicle about building profitable relationships with the people who are most important to everyone in your business: your customers." --Inland Empire Business Journal

"This book is great for any company that needs a little kick-start or even a reminder of how customer service should be like. It's thought-provoking in a very interesting way." -- 1-800-CEO-Read Blog (http: //800ceoread.com/blog/)

"With a fairly high chuckles-to-learning ratio, Porcupine is easily one of the more charming business books out there at the moment." --Think Customers: The 1to1 Blog from 1to1 Magazine (http: //www.1to1media.com/weblog/)

About the Author

Richard S. Gallagher (Ithaca, NY) is a former customer service executive who is now a popular corporate trainer and public speaker who specializes in the mechanics of customer interaction. He is the author of several books including "Great Customer Connections" (978-0-8144-7308-5).