The Customer Rules, Lee Cockerell
The Customer Rules, Lee Cockerell
4 Rating(s)
List: $15.00 | Sale: $10.50
Club: $7.50

The Customer Rules
The 39 Essential Rules for Delivering Sensational Service

Author: Lee Cockerell

Narrator: Lee Cockerell

Unabridged: 3 hr 59 min

Format: Digital Audiobook Download

Published: 03/05/2013

Synopsis

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard

As simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customers

Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

About The Author

Lee Cockerell is the author of Creating Magic, 10 Common Sense Leadership Strategies from a Life at Disney. He is the former Executive Vice President of Operations of Walt Disney World and has held executive positions at Hilton Hotels and Marriott. During his distinguished career in the hospitality industry Cockerell earned a worldwide reputation as an expert on the customer experience. Cockerell currently travels the country addressing audiences at Fortune 100 companies;  educational institutions and non-profits; and government agencies, including the US military.

Reviews

Goodreads review by Tanja

This is a short book about how to fulfill and exceed customer expectations. Although most of it is common sense - but as Voltaire said: "common sense is not so common". So regardless, it's great to have short, succinct review of common sense. I particularly enjoyed the short chapters, that can be re......more

Goodreads review by Crystal

There are a lot of good things about this book. There are great points highlighted in here that are great for customer service for ALL industries and ALL career positions. A lot of the rules in this book are common sense that mothers or caregivers teach their children, but may have been forgotten al......more

Goodreads review by Taylor

In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. The author draws on not only his experience at Disney, but more importantly his experience as a......more

Goodreads review by Shaw

Short and sweet and plenty of take aways.......more

Quotes

 
"At Zappos, many of our business decisions revolve around the customer. Lee Cockerell understands the importance of a great customer experience and shows you how to Deliver Happiness to your customers."
-Tony Hsieh, NY Times bestselling author of "Delivering Happiness" and CEO of Zappos.com, Inc.
 
“These Rules rule. If you play by these rules you will win.” – Carl Sewell, Chairman of Sewell Automotive Companies and author of the million copy bestseller Customers for Life”
 
"The Customer Rules is easy to read and understand, but profound in so many ways!  If companies and leaders would follow this advice their customers and business would be significantly better." -Al Weiss, Former President,  Disney Parks and Resorts,Worldwide
 
“I don’t know many people who know more about customer service than Lee Cockerell.  If you want to create raving fans and have customers brag about you, read his book, The Customer Rules.  It will send you in the right direction.- Ken Blanchard, co-author, The One Minute Manager and Leading at a Higher Level
 
“No matter what industry you’re in or what kind of company you work for, if customer service isn’t priority, your business will get crushed.  This book shows that any employee at any level of an organization can take pride in serving customers with excellence – in doing so they bolster both their career and their company profits!” -Marshall Goldsmith – New York Times bestselling author of MOJO and What Got You Here Won’t Get You There.
 
“Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company.”
 -Fred Whyte, President, STIHL Incorporated
 
"Lee Cockerell has written a wise and practical book chock full of ideas about delivering sensational service. He illustrates his lessons with engaging stories about real-life people doing extraordinary things for others. I love it." -Mark Sanborn, Bestselling author of The Fred Factor

Add to Cart
Add to Wish List