The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Audible Audiobook – Unabridged

Lee Cockerell (Author, Narrator), Random House Audio (Publisher)

372 ratings

See all formats and editions

Price

New from

Used from

Kindle

"Please retry"

$12.99

—

Audible Audiobook, Unabridged

"Please retry"

$0.00

Free with your Audible trial

Hardcover

"Please retry"

$14.39

$6.78

$1.49

Paperback

"Please retry"

$17.78

$9.42

Kindle
$12.99 Read with Our Free App
Audiobook
$0.00 Free with your Audible trial
Hardcover
$14.39

103 Used from $1.49 35 New from $6.78 1 Collectible from $17.50
Paperback
$17.78

2 Used from $9.42 3 New from $17.78

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.

Listening Length

3 hours and 59 minutes
Author

Lee Cockerell
Narrator

Lee Cockerell
Audible release date

March 5, 2013
Language

English
Publisher

Random House Audio
ASIN

B00B4G0Q7G
Version

Unabridged
Program Type

Audiobook
See all details

Read & Listen

Switch between reading the Kindle book & listening to the Audible narration with Whispersync for Voice.
Get the Audible audiobook for the reduced price of $7.49 after you buy the Kindle book.

Your audiobook is waiting!

Click above for unlimited listening to select audiobooks, Audible Originals, and podcasts.
One credit a month to pick any title from our entire premium selection — yours to keep (you'll use your first credit now).
You will get an email reminder before your trial ends.
$14.95 a month after 30 days. Cancel online anytime.

Learn more about membership

Sold and delivered by Audible, an Amazon company

By completing your purchase, you agree to Audible’s Conditions Of Use

Sold and delivered by Audible, an Amazon company

People who viewed this also viewed

Page 1 of 1Start OverPage 1 of 1

People who bought this also bought

Page 1 of 1Start OverPage 1 of 1

Product details

Listening Length	3 hours and 59 minutes
Author	Lee Cockerell
Narrator	Lee Cockerell
Whispersync for Voice	Ready
Audible.com Release Date	March 05, 2013
Publisher	Random House Audio
Program Type	Audiobook
Version	Unabridged
Language	English
ASIN	B00B4G0Q7G
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)

Customer reviews

4.7 out of 5

372 global ratings

5 star		81%
4 star		11%
3 star		4%
2 star		2%
1 star		2%

How customer reviews and ratings work

Top reviews from the United States

There was a problem filtering reviews right now. Please try again later.

Great read

Reviewed in the United States 🇺🇸 on July 6, 2022

Verified Purchase

This book is full of common sense advice that is not so common these days.

I loved all the chapters!

Helpful

Rule #40 - Read this book

Reviewed in the United States 🇺🇸 on July 17, 2017

Verified Purchase

If you interact with other human beings you can benefit from the principles Lee Cockerell lays out in this book. If your business involves interacting and meeting and then exceeding your customers' or guests' expectations then the principles in this book will help you achieve that goal and enhance your bottom line at the same time. Even if you are an IT Project Manager like me you can learn and be reminded of the common sense rules of human nature and how they can be applied in whatever business you are in.

I recommend you follow Rule #40 and get your copy today!

One person found this helpful

Helpful

MJG

This should be on every young professionals book shelf!

Reviewed in the United States 🇺🇸 on July 26, 2020

Verified Purchase

Really great book to remind you of the fundamentals of customer service. A good tool to have on your shelf to reference examples given in the book.

One person found this helpful

Helpful

Rick Yvanovich FCMA CGMA FCPA MSc CCMP CMC

Sooner you start the sooner you'll reap the rewards

Reviewed in the United States 🇺🇸 on September 24, 2017

Verified Purchase

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.

2 people found this helpful

Helpful

Diane R. Dittmar

Great fundamentals

Reviewed in the United States 🇺🇸 on June 22, 2014

Verified Purchase

This book is so good it made me want to send it to my home office. Lots of gems. Sometimes we need to be reminded of some of the things in here. Be nice. Simple, but so hard to find. I've always said to the people I interview,"I look for nice. I can train you on the skills you need, but I can't train "nice"." It's either there or it's not. Most of the lessons in here are things people who have worked with the public for a long time already know. But people who are new to the customer service field can use this book to gain some experience the easy way instead of having to learn everything the hard way.

2 people found this helpful

Helpful

Jeff L. Noel

The only Customer Service book you'll ever need.

Reviewed in the United States 🇺🇸 on August 16, 2013

Verified Purchase

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.

3 people found this helpful

Helpful

Rockets Red Glare

If You Want to Create Your Own Brand of "Disney" Magic

Reviewed in the United States 🇺🇸 on December 22, 2013

Verified Purchase

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.

One person found this helpful

Helpful

Lukasz

Customer Service Bible

Reviewed in the United States 🇺🇸 on December 6, 2017

Verified Purchase

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!

3 people found this helpful

Helpful

Top reviews from other countries

Yvonne Smyth

Easy to read but nothing new here...

Reviewed in the United Kingdom 🇬🇧 on January 6, 2015

Verified Purchase

This book is a good read for someone who is starting out either working in or managing a business which has a significant customer service element. It is easy to read and the short chapters make it a "pick-up-put-down" guidebook which can be dipped in and out of at will. What it doesn't do, is really support many of the good ideas with practical examples / implementation guidelines. For me, as a business consultant and trainer, I didn't find any new material in it that I haven't already come across. That said, as a summary of the many simple and often overlooked "rules" to create great customer service, it's a reasonable read. If you are an experienced senior manager or someone looking for a book which considers customer service from a strategic business perspective, look elsewhere.

One person found this helpful

Amazon Customer

... to tell that it was one of the most perfect books I have ever read

Reviewed in the United Kingdom 🇬🇧 on July 19, 2017

Verified Purchase

I have to tell that it was one of the most perfect books I have ever read, along with " Disney - Creating Magic ". Now my " bible " for Customer Service on its best. I have a profound and eternal admiration for Walt Disney and Walt Disney Corporation. Now I learnt that the secret is in Great People and Great Leadership. Thank you so much dear Lee...

Amazon Customer

Great book and go to guide for Customer Support or ...

Reviewed in the United Kingdom 🇬🇧 on September 22, 2017

Verified Purchase

Great book and go to guide for Customer Support or injecting a great culture into any company. Would recommend all Lee Cockrell's books.

Don Deedigan

Another great book

Reviewed in the United Kingdom 🇬🇧 on January 2, 2017

Verified Purchase

I enjoyed reading about how Lee got to the top.
More importantly the information he is able to share with us.
Thank you Lee looking forward to the next one.

David Kelly

Essential customer service read

Reviewed in the United Kingdom 🇬🇧 on June 24, 2013

Verified Purchase

Great for all levels of staff. Everyone can read and embrace this book so I am issing to all e
Employees. 180 of them.

See all reviews

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Audible Audiobook – Unabridged

Read & Listen

Enjoy a free trial on us $0.00$0.00

Buy with 1-Click $13.99$13.99

People who viewed this also viewed

People who bought this also bought

Related to this topic

Product details

Customer reviews

Top reviews from the United States

There was a problem filtering reviews right now. Please try again later.

Top reviews from other countries

Enjoy a free trial on us

$0.00

Buy with 1-Click

$13.99