The former Executive Vice President 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
"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 million copy bestseller Customers for Life”
"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, Former President, Disney Parks and Resorts,Worldwide
“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
“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 – New York Times bestselling author of MOJO and What Got You Here Won’t Get You There.
“Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company.”
-Fred Whyte, President, STIHL Incorporated
"Lee Cockerell has written a wise and practical book chock full of ideas about delivering sensational service. He illustrates his lessons with engaging stories about real-life people doing extraordinary things for others. I love it." -Mark Sanborn, Bestselling author of The Fred Factor