The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

Written by:
Lee Cockerell
Narrated by:
Lee Cockerell

Unabridged Audiobook

Ratings
Book
7
Narrator
3
Release Date
March 2013
Duration
3 hours 59 minutes
Summary
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.
Reviews
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Joseln M

Really goes in depth about customer service with a lot of great tips for everyone and anyone, Great book to have under your sleeve

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Stephen Lindsay

This book was revelatory and it was really helpful to hear the real world examples, even when Lee learned the truth through fault of his own. The Author humbleness made him much easier to listen and learn from. In addition the narrators different voices made it much more delightful to listen too I highly recommend this book

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