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The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Audiobook
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Publisher Description
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.
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“I don’t know many people who know more about customerservice than Lee Cockerell. If you want to create raving fans and havecustomers brag about you, read his book, TheCustomer Rules. It will send you inthe right direction.”
— Ken Blanchard, coauthor of The One Minute Manager and Leading at a Higher Level
Quotes
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“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, New York Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. -
“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 -
“Cockerell’s chatty, friendly tone is charming and credible.”
— Publishers Weekly -
“If you play by these rules, you will win.”
— Carl Sewell, chairman of Sewell Automotive Companies and author of Customers for Life -
“Lee Cockerell has written a wise and practical…He illustrates his lessons with engaging stories about real-life people doing extraordinary things for others.”
— Mark Sanborn, author of The Fred Factor -
“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 of Disney Parks and Resorts Worldwide -
“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 of STIHL Incorporated
Awards
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An Amazon Best Book of the Month for March2013
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About Lee Cockerell
Lee Cockerell is the author of Creating Magic: 10 Commonsense 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.