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Customer Rules: The 39 Essential Rules For Delivering Sensational Service (2013)

by Lee Cockerell(Favorite Author)

4.23 of 5 Votes: 3

ISBN

1299218334 (ISBN13: 9781299218338)

languge

English

genre

Nonfiction

publisher

Crown Business

review 1: I read Lee's first book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney and enjoyed it quite a bit. This book is a perfect partner to Creating Magic. It is relevant to any one in management who holds employees accountable that are in direct contact with customers. This book talks about the importance of taking responsibility for serving your customers whether its face-to-face, over a call, or from the office.Lee talks about everything he has learned from his days as a frontline service provider. He goes over how to create service driven policies and procedures on how to hire and train employees to uphold your reputation of providing excellence customer service. These principles can be applied to any industry, small business or large company. Yo... moreu'll learn what it is that Disney and the Marriott do when it comes to delivering great service and what your customers need.In todays world you must choose to stand out from your competitors and one of the key factors is how you treat your customers. I highly recommend this book along side Creating Magic. Both are wins!
review 2: Lee Cockerell has done another great job putting together his latest book. The Customer Rules is a great book to read and think about. We all have customers, even if you are not in the retail business or the hospitality business, this book will have an application for your. As I read each of the 39 rules I kept thinking about all the different customers I have in my life. Yes I have my external customers that come from a variety of sources, but I also have many internal customers including my very own family. Lee has done a great job of expressing each of the 39 rules and providing a relevant example of that rule going well or not so well. The great thing is that Lee makes sure to share more positive customer service examples than negative ones. One of my great take away ideas from this book is to remember the great customer service I receive. To track that great customer service and determine how I can put it to use in what I do.Thank you Lee for once again serving us so well by making a book that is easy to read and apply in our everyday life. You have truly served your customer well by doing such an outstanding job on this book. less

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