Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'. His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.
Lee Cockerell has spent his entire career in the hospitality industry. He spent eight years with Hilton Hotels, and seventeen with Marriotts Corporation, before joining Disney in 1990 to open Disneyland Paris. Since leaving Disneyland in 2006, he has published a book, Creating Magic, on leadership and excellence in customer service, and consults on issues such as customer service for organisations such as the Disney Institute.
Title: The Customer Rules: The 39 essential rules for delivering sensational service
Author: Cockerell, Lee
ISBN: 9781781251225
Binding:
Publisher: Profile Books Ltd
Publication Date: 2013-03-07
Number of Pages: 208
Weight: 1.8020 kg
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, NY Times bestselling author of Delivering Happiness and CEO of Zappos.com, Inc. *
These Rules rule. If you play by these rules you will win. -- Carl Sewell -- Chairman of Sewell Automotive Companies and author of the multi-million copy bestseller Customers For Life
Lee Cockerell has drawn from his wealth of experience and written a wise and practical book chock full of ideas about delivering sensational service. He illustrates his lessons with engaging stories are about real-life people doing extraordinary things for others. I love it. -- Mark Sanborn, bestselling 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, President Disney Parks and Resorts, Worldwide (Retired)
No matter what industry you're in or what kind of company you work for, if customer service isn't priority, your business will get crushed. 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, bestselling author of MOJO and What Got You Here Won't Get You There
I don't know many people who know more about customer service than Lee Cockerell. If you want to create raving fans and have customers brag about you, read his book, The Customer Rules. It will send you in the right direction -- Ken Blanchard, Co-author, The One Minute Manager and Leading at a Higher Level
