The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Author: Lee Cockerell | Language: English | ISBN:
B00985DWVM | Format: EPUB
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Description
The former EVP 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.
From the Hardcover edition.- File Size: 1571 KB
- Print Length: 210 pages
- Page Numbers Source ISBN: 0770435602
- Publisher: Crown Business; 1 edition (March 5, 2013)
- Sold by: Random House LLC
- Language: English
- ASIN: B00985DWVM
- Text-to-Speech: Enabled
X-Ray:
- Lending: Not Enabled
- Amazon Best Sellers Rank: #65,373 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
- #20
in Kindle Store > Kindle eBooks > Business & Money > Industries > Customer Service - #77
in Kindle Store > Kindle eBooks > Business & Money > Marketing & Sales > Sales & Selling - #90
in Books > Business & Money > Industries & Professions > Customer Service
- #20
in Kindle Store > Kindle eBooks > Business & Money > Industries > Customer Service - #77
in Kindle Store > Kindle eBooks > Business & Money > Marketing & Sales > Sales & Selling - #90
in Books > Business & Money > Industries & Professions > Customer Service
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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