From the title alone, you’d already get the idea how the book will be presented. Yes, customer service concepts and principles, most of which we already know, are presented in anecdotes—much like Aesop’s fables.
The book is effective because customer service principles, which would otherwise sound serious and sanctimonious, are derived from real-life situations, and lessons are gleaned by processing each featured experience.
From the experiences and behaviors of clowns, hyenas, a greek chorus, parrots, snipes, porcupines, (grizzly) bear, Murphy’s law, to penguins, self-absorbed bride, a knight (Sir Gawain and King Arthur), piggies, bees, dogs, laid-off psychologists, sloths, mopes, hare (or rabbits), ruler and not necessarily a leader, a coach, there is a mountain of lessons to be learned.
There are 10 more lessons, so get your copy of What to Say to a Porcupine?
EPILOGUE: Good service is more than a fable. Yes, it’s definitely more than fantasy, more than concepts and ideas. It’s all about action and engagement.
Overall, what I learned from the book is that great customer service springs from a genuine understanding of the human psyche. That psyche is not that of other people, but our own. How we want to be treated, is much the same way that other people would want to be treated as well. In other words, “do not do unto others what you don’t want others do unto you.”
