The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Audible Audiobook – Unabridged
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-plus-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 frontline 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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|Listening Length||3 hours and 59 minutes|
|Whispersync for Voice||Ready|
|Audible.com Release Date||March 05, 2013|
|Publisher||Random House Audio|
|Best Sellers Rank|| #27,093 in Audible Books & Originals (See Top 100 in Audible Books & Originals) |
#76 in Customer Relations (Books)
#116 in Business Sales (Audible Books & Originals)
#296 in Sales & Selling (Books)
Top reviews from the United States
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I recommend you follow Rule #40 and get your copy today!
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.
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.
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.
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!