Description
Not many guides to achieving high-quality customer service employ a whoopee cushion, but popular corporate trainer Gallagher explains why, in this case, such a device is absolutely necessary. Drawing on the ancient art of fable-telling, Gallagher gets to the heart of great customer service through an unlikely cast of characters (restaurateur hyenas, for example) that illustrate each one of his primary themes. As readers page through they will spot familiar types, including demanding customers, lackluster service providers, and themselves. Gallagher explains, in each case, what managers have to do to find common ground with customers, listen carefully and apply what they learned, locate what is important and make appropriate assessments, and build customer organizations that are nimble, responsive, and cost-effective. Although his approach is both memorable and fun, Gallagher is serious about improving customer service across all sectors. Annotation ©2009 Book News, Inc., Portland, OR (booknews.com)
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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.
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