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What to say to a porcupine : 20 humorous tales that get to the heart of great customer service

Author: Richard S Gallagher
Publisher: New York : American Management Association, ©2008.
Edition/Format:   eBook : Document : EnglishView all editions and formats
Database:WorldCat
Summary:
An entertaining, instructive collection of fables that will inspire the kind of customer service that keeps people coming back!
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Genre/Form: Electronic books
Humor
Additional Physical Format: Print version:
Gallagher, Richard S.
What to say to a porcupine.
New York : American Management Association, ©2008
(DLC) 2008008103
(OCoLC)212908736
Material Type: Document, Internet resource
Document Type: Internet Resource, Computer File
All Authors / Contributors: Richard S Gallagher
ISBN: 9780814410561 0814410561
OCLC Number: 233823466
Notes: Includes index.
Description: 1 online resource (xiv, 111 pages) : illustrations
Contents: Acknowledgments; Introduction; Section I: The Basics; Section II: On the Front Lines; Section III: R-E-S-P-E-C-T; Section IV: Service Strategy; Section V: You and Your Service Team; Epilogue: Good Service Is More Than a Fable; Index; About the Author.
Responsibility: Richard S. Gallagher.

Abstract:

Takes twenty stories based on Aesop's fables and uses them to illustrate fundamental principles of good customer service. This book follows each story with a short discussion including  Read more...

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"It succeeds in making basic customer service principles fun, instead of didactic, and the discussion questions at the end of each chapter provide a good jumping-off point at staff meetings." -- Read more...

 
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