The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Author: Visit Amazon's Lee Cockerell Page | Language: English | ISBN:
0770435602 | Format: EPUB
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Description
Review
"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
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.
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- Hardcover: 208 pages
- Publisher: Crown Business; 1 edition (March 5, 2013)
- Language: English
- ISBN-10: 0770435602
- ISBN-13: 978-0770435608
- Product Dimensions: 7.8 x 5.2 x 0.8 inches
- Shipping Weight: 10.6 ounces (View shipping rates and policies)
If you could learn the secrets for delivering sensational customer service from a former executive vice president of operations at Walt Disney World, would you make the time to read his book? If the answer is "yes," then you'll want to read David Cackerell's new book, The Customer Rules.
In The Customer Rules: The 39 Essential Rules for Delivering Sensational Service you will find the chapters to be short and practical. The information is important and significant. The customer service concepts can make you money and provide you with loyal customers.
This is an easy to read and thoughtfully written book. The author shares great examples based on his forty-plus-year career in the hospitality industry - Walt Disney World, Hilton Hotels and Marriott.
Let me give you a few examples of the "39 Essential Rules":
Rule #5 - Ask Yourself, "What Would Mom Do?"
"Never ask for something without saying `please' or receive something from another person without saying `thank you'."
Rule #17 - Listen Up
"Like all of us, your customers want to be understood. But emotionally, what's even more important is that they feel you want to understand them and you're genuinely trying to grasp what they want, need, think and feel."
Rule #28 - Know the Difference Between Needs and Wants
"What do you expect when you come to Walt Disney World? Their top four wants were these: Make us feel special. Treat us as individuals. Show respect to us. Be knowledgeable."
These three examples should give you a good idea about the practical material David Cockerell covers - material you can begin using in your business immediately.
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