The Customer Rules
The 39 Essential Rules for Delivering Sensational Service
About the book
Across 39 short chapters, Lee Cockerell argues that every business rests on winning customers and keeping them. Cockerell, once an executive vice president at Walt Disney World, draws on more than 40 years in hospitality. Examples include Customer Service Is Not a Department, Be a Copycat, Don't Try Too Hard, and Treat Every Customer like a Regular. The approach stresses serving customers with sincerity, creativity, efficiency and consistency. Cockerell presents the rules as working for a firm the size of Disney or a neighborhood coffee shop, both online and off, and for every level from managers who hire and train staff to front line employees.
Zappos chief executive Tony Hsieh endorsed it, saying Cockerell grasps why a great customer experience matters. Carl Sewell, chairman of Sewell Automotive Companies, praised the rules as a way to win.
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This book has 3 recommendations
Tony Hsieh (CEO/Zappos)
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.
Carl Sewell (Chairman/Sewell Automotive Companies)
These Rules rule. If you play by these rules you will win.
Fred Whyte (President/STIHL Incorporated)
Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company.
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Tony Hsieh, Carl Sewell, Fred Whyte