The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
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.
- Pages
- 208
- First published
- 2013
- ISBN
- 9780770435608
Shelved by 1 Litcadian
Reviews
Finished June 15, 2016
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 along the way. I was required to read this book for work and it's a quick read, but it was difficult for me to actually get through this book for one very specific reason. I want to preface this in stating that I do not know the author and I have never met him so this reason is strictly my perception of him based on his writing. He comes across as a pompous old man who is only looking to pad his pockets. His egregious name dropping in this book was hard to swallow. It seems as though the use of big-businesses in this book were for personal gain with either money from those named or hopes of potential monetary gain from said businesses. Personally, I feel this book could have been written without mentioning a single business by name. It would have been a far better read and less distracting.