What to Say to a Porcupine : 9780814416792 : 19 Jun 2018 : What to Say to a Porcupine uses the format of Aesop's fables to illustrate fundamental principles of customer service in a quick and lighthearted way. 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 engaging books on customer service in existence. In this book, you'll explore how: great 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?;there's a better way to great your customers, as one grizzly honey-shop owner discovers in ?Bear with Me?;and 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.?Each story is followed by a short discussion, illuminating topics ranging from the best tips for building customer relationships to