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

Table of contents

1. Contents
2. Acknowledgments
3. Introduction
4. Section I: The Basics
   1. Chapter 1. Send in the Clowns
      1. Moral: Make a good first impression
   2. Chapter 2. Running with the Pack
      1. Moral: Listen to your customers
   3. Chapter 3. My Big Fat Greek Chorus
      1. Moral: Don’t hassle your customers
   4. Chapter 4. Squawk!
      1. Moral: Avoid negative expectation
   5. Chapter 5. The Snipe Hunt
      1. Moral: Don’t be a snipe
5. Section II: On the Front Lines
   1. Chapter 6. What to Say to a Porcupine
      1. Moral: Never confront someone who is prickly
   2. Chapter 7. Bear with Me
      1. Moral: Good service is all in the mechanics
   3. Chapter 8. Murphy’s Law Practice
      1. Moral: Shine when things go wrong
   4. Chapter 9. Chilly Willy
      1. Moral: Silence isn’t golden
   5. Chapter 10. Whatever
      1. Moral: Focus on your customer
6. Section III: R-E-S-P-E-C-T
   1. Chapter 11. The Knight Shift
      1. Moral: Treat customers with respect
   2. Chapter 12. Piggies
      1. Moral: Good products don’t excuse bad service
   3. Chapter 13. The Bee Line
      1. Moral: Respect diversity
   4. Chapter 14. Going to the Dogs
      1. Moral: Use positive reinforcement
7. Section IV: Service Strategy
   1. Chapter 15. Shrink to Fit
      1. Moral: Get into your customers’ heads
   2. Chapter 16. Sloth Is Not a Vice
      1. Moral: Undercommit and overdeliver
   3. Chapter 17. The Mopes
      1. Moral: You don’t have to be perky to give great service
   4. Chapter 18. By a Hare
      1. Moral: Go the extra mile
8. Section V: You and Your Service Team
   1. Chapter 19. Can I Help You?
      1. Moral: You can’t create good service with rules
   2. Chapter 20. The Coach
      1. Moral: Motivation is all about them, not just you
9. Epilogue: Good Service Is More Than a Fable (1/2)
10. Epilogue: Good Service Is More Than a Fable (2/2)
11. Index
    1. A
    2. B
    3. C
    4. D
    5. E
    6. F
    7. G
    8. H
    9. L
    10. M
    11. N
    12. P
    13. R
    14. S
    15. T
    16. V
12. About the Author