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

About the Book

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.

Book Synopsis

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.

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).