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The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, by Lee Cockerell
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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 DepartmentRule #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 RegularRule #39: Don’t Try Too HardAs 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 customersChock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.
Product details
Hardcover: 208 pages
Publisher: Currency; 1st edition (2013)
Language: English
ISBN-10: 0770435602
ISBN-13: 978-0770435608
Product Dimensions:
5.3 x 0.8 x 7.9 inches
Shipping Weight: 10.6 ounces (View shipping rates and policies)
Average Customer Review:
4.6 out of 5 stars
127 customer reviews
Amazon Best Sellers Rank:
#33,443 in Books (See Top 100 in Books)
Date: 4/15/13Title: The Customer Rules: The 39 Essential Rules for Delivering Sensational ServiceAuthor: Lee CockerellISBN 13: 978-0770435608Pages: 208Publisher: Crown BusinessCover: PaperbackRating: 3 StarsIronically, I am currently working on a customer service project. It seems that the days of customer service, let alone good customer service, is a distant memory. Now most customers call into a call center for service and what they receive is a overworked employee that is required to read from a generic script. Sadly, one size does not fit all.Even though this book has some great tips on getting and keeping customers, the people at the top must change their strategies. Having worked in customer service for nearly fifteen years, I found that companies can hire great customer care employees, but if a company's bottom line is making money and following a one-size-fits-all robotic scripts to service all its customers, customer service will not make a comeback. On the other hand, if these same companies who continue to hire non-qualified caring individuals, they will not continue to succeed.Rule number eight talks about being professional and this is something that has long disappeared in customer service. There are other valuable rules in this book, but none if it will mean a thing unless companies start caring more about their employees and their customers instead of lining their wallets. This book would have been great ten years ago, but the author may be a little over zealous with this title as it pertains to mid-sized to large corporations. However, smaller businesses may benefit from these rules.
This book is a required read to get a job at one of my companies. I have bought many copies of this book and hand out to all of the job applicants to get a job at my company. I am truly serious about this book. I hope that all business owners read this book and make it a required read for his or her company. Also anyone who is going into the job market should read this book prior to interviewing!
This book is a great resource if you want to learn how to improve customer satisfaction or even train your staff in the non technical aspects of this matter.lots of examples, great experience and ideas on how to change the culture or mindset of your whole company.
Lee has a lifetime of experiences to share from some highly respected customer service driven organisations and has distilled it down into only 39 rules.They sound so simple but guess its messy and hard to get them constantly adhered to by everyone.They are not only essential but should form the solid foundation for a customer service driven organisation.The sooner you adopt them the sooner you will see the results.
The Customer Rules. My boss asked me to purchase the CR book for a assignment at work and this book turn out to be one of the best book that I have read... The book just didn't thought me to complete my assignment, help me to understood the basic of understanding my rights as a customer.
In a world full of cookie cutter customer service theory, Lee Cockerell is the ultimate craftsman.Hands down the best the world has seen, because Lee's wisdom comes from doing it on a massive scale for a long, long time - leading 40,000 Disney employees for nearly a decade of sensational world-class service.There is no theory in Lee's book.Only results - world class results.The brilliance of "The Customer Rules" is in Lee's profoundly simple, and simply profound approach.Never get bored with the basics.Ever.Sensational customer service doesn't have to be complicated.It's really just common courtesy, which is no longer quite so common.These 39 Rules will work for anyone, in any organization.
I don’t leave many reviews, as a matter of fact I don’t leave reviews at all, but I just finished this book and I’m so impressed I couldn’t not give five stars.It is simple and fast read (appreciate those being a foreigner), each chapter is concise with the great life examples. This book should be a part of onboarding packet for each employee , irrespective of industry. Great material!
While I don't agree 100% that the customer is always right (I'm around 95%), this book is chock full of great advice for making sure your customers are happy enough to not only come back, but also bring more people with them. Sometimes customers just ask for things that will lead to the destruction of your business model. Mr. Cockerell's experience with Disney should not be discounted. Everyone around the world knows Disney, and replicating that kind of global success should be your goal.
Purchased this book as a read for myself, being a manager, I've begun using it for staff meetings to help coach my staff. Would recommend this book for anyone in customer service.
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