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Lee Cockerell, the former executive vice president of operations at Walt Disney World, offers his thirty-nine rules for optimizing customer service. By implementing these strategies, managers and employees will ensure that their interactions with customers are characterized by consistency, efficiency, creativity, sincerity, and excellence. Each of the thirty-nine chapters in this book succinctly introduces a rule espoused by Cockerell, who draws on the lessons he learned in his more than forty years in the hospitality industry. The rules of hospitality are simple, yet also profound, as well as flexible; they apply to both large, Fortune 500 companies and small, local businesses. 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. This advice is universal, timely, and essential to cultivating service excellence.
“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
"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