The Customer Rules by Lee Cockerell
The 39 Essential Rules for Delivering Sensational Service

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Synopsis

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+ 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 front line 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.




From the Hardcover edition.
 

About Lee Cockerell

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Lee Cockerell is the former Executive Vice President at Walt Disney World, where he was responsible for 58,000 employees, eighteen resort hotels, four theme parks, and more. During his distinguished career in the hospitality industry, including executive positions at Hilton Hotels and Marriott, Cockerell earned a worldwide reputation as an expert on the customer experience. Now retired from his post at Walt Disney World, Cockerell travels the country addressing audiences in the hundreds at companies like Wal-Mart, ESPN, FedEx, Best Buy, and Verizon, as well as to government institutions, including the US Army. A popular keynote speaker lauded from combining business wisdom with humor and folksy storytelling, Cockerell has shared the stage with former President George H.W. Bush, Stephen Covey, and others.
 
Published March 5, 2013 by Crown Business. 210 pages
Genres: Business & Economics, Education & Reference. Non-fiction

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