{"product_id":"what-to-say-to-a-richard-gallagher-9780814416792","title":"What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service","description":"\u003cp\u003e\u003cstrong\u003e\u003cem\u003eWhat to Say to a Porcupine\u003c\/em\u003e uses the format of Aesop's fables to illustrate fundamental principles of customer service in a quick and lighthearted way.\u003c\/strong\u003e\u003c\/p\u003e\u003cp\u003eWhat 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 engaging books on customer service in existence.\u003c\/p\u003e\u003cp\u003eIn this book, you'll explore how: \u003c\/p\u003e\u003cul\u003e\n\u003cli\u003egreat service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service in \"By a Hare\";\u003c\/li\u003e\n\u003cli\u003ethere's a better way to great your customers, as one grizzly honey-shop owner discovers in \"Bear with Me\";\u003c\/li\u003e\n\u003cli\u003eand how to handle difficult conversations with customers in a positive, constructive manner, as demonstrated in this book's titular story \"What to Say to a Porcupine.\"\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003eEach story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to how to motivate a service team. Fun, quick, and constructive, \u003cem\u003eWhat to Say to a Porcupine\u003c\/em\u003e provides all customer service professionals with easy-to-remember lessons for delivering superior customer service.\u003c\/p\u003e\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Richard Gallagher\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 0814416799\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9780814416792\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Amacom\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 06\/12\/2008\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 128\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.29lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 8.00h x 5.00w x 0.27d","brand":"Richard Gallagher","offers":[{"title":"Paperback","offer_id":46070244606207,"sku":"9780814416792","price":12.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_95e59138-dfd9-4341-8b58-94aebbdc6bec.jpg?v=1724242688","url":"https:\/\/www.whiterainbookhouse.com\/products\/what-to-say-to-a-richard-gallagher-9780814416792","provider":"WR Book House","version":"1.0","type":"link"}