Wiley Management: What To Say To A Porcupine

"What to Say to a Porcupine" covers every aspect to exceptional service, from basics like listening and making a good impression to excelling when your best laid plans go south. You'll learn the key to motivating your staff and why undercommitting is best. You'll also see prime examples of: Going the extra mile (it's easier than you think) Getting inside your customer's heads (not quite literally, but close enough) And how what goes around comes around (you never know when your customer will be in a position to help you) Each fable is followed not only by the traditional moral, but also by discussion questions to help you apply the wisdom of the fable to your own business and customer service approach. Gallagher's tales deliver humor and business savvy in perfect balance - making it easy and fun for you to keep your customers happy - and keep them coming back. While great service is a serious undertaking, it can also be a lot of fun - and so is learning how to do it. Read the 20 fables and see if you spot people you know, situations you've encountered, and even your own reflection. Then use the practical wisdom imparted by a bona fide customer service expert (not to mention a master storyteller) to help you create your own legendary brand of exceptional service.