What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

Synopsis

An entertaining, instructive collection of fables that will inspire the kind of customer service that keeps people coming back! 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.

Excerpt

The vast majority of us spend much of our lives serving other people. More than half of us work directly with the public, while nearly everyone has so-called internal customer relationships with others in the workplace. It is a big part, perhaps the biggest part, of our working lives. But, sadly, there is often a singular lack of good humor in the way we discuss the art of customer service.

More often, this topic is a fertile breeding ground for lectures that are reminiscent of what many parents tell their children: Be nice to people. Say please and thank you. Do unto others as you would do unto yourself—etcetera. These lectures are usually received with the same (lack of) enthusiasm as the parental version, with the net result that service quality doesn’t change and people don’t learn skills that help them become successful in their lives and careers.

That’s where this book comes in. My goal is to have a little fun with the things that happen between you and your customers—and, in the process, share some of the real secrets of serving other people. in it, you will learn how to make a great first impression, what to do when things go wrong, and positive ways to coach your service team—and, of course, what to say to a porcupine!

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