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,
provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.