The Customer Rules
Lee Cockerell is the author of several books, including Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney. He is a former Walt Disney World Leadership Vice President of Operations and has held executive positions at Hilton Hotels and Marriott.
Lee Cockerell understands that acquiring and retaining clients is critical to the success of any organization. Lee shares what he has learned in his 40+ year career in the hotel industry on building an environment that keeps customers coming back for more in 39 digestible, bite-sized chapters. In The Customer Rules, Lee demonstrates not only why the customer always wins, but also the Rules for treating consumers so well that they'll never want to do business with anybody else. As an 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
These principles, as simple as they are profound, have been shown to work in companies as large as Disney and as small as a local coffee shop; in businesses selling cutting-edge technologies like computer tablets to those selling timeless products like shoes and handbags; and in corporations as old as Ford Motors and as new as a brand new start-up. And they have been shown to be indispensable at all levels of a company, from managers in charge of hiring and training people, establishing rules and procedures, and developing the company culture to front-line employees who engage directly with clients and customers.
The Customer Rules is the indispensable handbook for service excellence everywhere, chock-full of universal advice that is applicable both online and offline. It is regarded as one of the best books on customer service.
Author: Lee Cockerell
Link to buy: https://www.amazon.com/Customer-Rules-Essential-Delivering-Sensational/dp/0770435602
Ratings: 4.7 out of 5 stars (from 361 reviews)
Best Sellers Rank: #179,807 in Books
#260 in Customer Relations (Books)
#743 in Sales & Selling (Books)
#2,352 in Business Management (Books)
