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New book combines humorous business fables with excellent service

What takes less than an hour to readmakes everyone laugh out loudand creates real changes in your service quality

Noted author and communications skills expert Rich Gallagher has married the best practices of excellent customer service with the traditions of Aesop's fables, in a funny, readable book for your whole customer contact team. "What to Say to a Porcupine: 20 Humorous Tales that Get to the Heart of Great Customer Service" (AMACOM; June 24, 2008; $19.95 Hardcover), has now been released worldwide by AMACOM Books, the book publishing division of the American Management Association.

Using the same power of storytelling that drives business bestsellers like "FISH!" and "Who Moved My Cheese", "What to Say to a Porcupine" reveals the essence of great customer service through twenty short, entertaining tales whose protagonists include clowns, bears, hyenas, medieval knights, and even a Greek Chorus.

This entertaining book covers every aspect of exceptional service, from basics like listening and making a good impression to excelling when your best laid plans go south. You'll learn the key to motivating your staff (hint: it's about them, not you) and why undercommitting is best. You'll also see prime examples of going the extra mile, getting inside your customers' heads, and much more. Each fable is followed not only by the traditional moral, but also by discussion questions to help you apply its wisdom to customer service in your own workplace.

According to Gallagher, this book teaches your staff how to create world-class customer experiences in any organization. "I have trained over 5000 people to change the way they communicate with customers and each other, and these stories reflect their real-world customer experiences.

"This book is designed to help on your team everyone laugh - and learn - as they make very positive changes in their own communications and leadership skills with customers. "What to Say to a Porcupine" doesn't preach, but shows people a new way to relate to others with gentle good humor."

For a limited time, you can now download a complimentary fable from "What to Say to a Porcupine" from the book's official website at www.WhatToSayToAPorcupine.com. Author Rich Gallagher is also available for in-person speaking and training engagements: for more details, visit the book's website.

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