{"product_id":"9780814416792","title":"What to Say to a Porcupine: 20 Humorous Tales That Get to the Heart of Great Customer Service","description":"    \u003cp\u003e 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 entertaining and instructive books on customer service ever written. \u003ci\u003eWhat to Say to a Porcupine\u003c\/i\u003e uses the format of Aesop’s fables to illustrate fundamental principles of customer service, including: \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003e\u003cb\u003eBy a Hare\u003c\/b\u003e: Great service is all about going the extra mile, as learned by a group of rabbits running an express mail delivery service. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eBear with Me\u003c\/b\u003e: One grizzly bear’s honey shop undergoes an amazing transformation when he discovers a better way to greet his customers. \u003c\/p\u003e\u003cp\u003e\u003cb\u003eWhat to Say to a Porcupine\u003c\/b\u003e: When a newly arrived colony of demanding porcupines wreaks havoc on local businesses, readers get a lesson on handling difficult customers in a positive, constructive manner. \u003c\/p\u003e\u003cp\u003e\u003c\/p\u003e\u003cp\u003eEach story is followed by a short discussion, illuminating topics from customer relationships to how to motivate a service team. Fun, quick, and constructive, this is a guide for anyone involved in customer service. \u003c\/p\u003e\u003cp\u003e  \u003c\/p\u003e","brand":"AMACOM","offers":[{"title":"Default Title","offer_id":47030684811504,"sku":"9780814416792","price":12.95,"currency_code":"USD","in_stock":false}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780814416792_p0.jpg?v=1763746001","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780814416792","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}