What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service - Richard S. Gallagher - Livros - AMACOM - 9780814416792 - 12 de junho de 2008
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What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service

Richard S. Gallagher

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

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.

Mídia Livros     Paperback Book   (Livro de capa flexível e brochura)
Lançado 12 de junho de 2008
ISBN13 9780814416792
Editoras AMACOM
Páginas 128
Dimensões 127 × 203 × 7 mm   ·   131 g
Idioma English  

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