Publisher's 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.
