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The Customer Rules - The 39 Essential Rules for Delivering Sensational Service-logo

The Customer Rules - The 39 Essential Rules for Delivering Sensational Service

Lee Cockerell

More Information

Description:

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 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.

Language:

English

Length:

3h 59m


Chapters

Free Sample

05:00

Chapter 1
Chapter 1

00:16


Chapter 2
Chapter 2

08:16


Chapter 3
Chapter 3

05:24


Chapter 4
Chapter 4

05:15


Chapter 5
Chapter 5

04:29


Chapter 6
Chapter 6

08:23


Chapter 7
Chapter 7

05:54


Chapter 8
Chapter 8

04:56


Chapter 9
Chapter 9

04:03


Chapter 10
Chapter 10

06:51


Chapter 11
Chapter 11

06:27


Chapter 12
Chapter 12

06:13


Chapter 13
Chapter 13

07:56


Chapter 14
Chapter 14

04:34


Chapter 15
Chapter 15

05:10


Chapter 16
Chapter 16

05:46


Chapter 17
Chapter 17

03:50


Chapter 18
Chapter 18

07:33


Chapter 19
Chapter 19

06:02


Chapter 20
Chapter 20

08:35


Chapter 21
Chapter 21

07:30


Chapter 22
Chapter 22

04:08


Chapter 23
Chapter 23

04:25


Chapter 24
Chapter 24

08:20


Chapter 25
Chapter 25

07:49


Chapter 26
Chapter 26

04:03


Chapter 27
Chapter 27

05:37


Chapter 28
Chapter 28

04:28


Chapter 29
Chapter 29

03:55


Chapter 30
Chapter 30

03:40


Chapter 31
Chapter 31

08:38


Chapter 32
Chapter 32

04:19


Chapter 33
Chapter 33

06:13


Chapter 34
Chapter 34

05:06


Chapter 35
Chapter 35

04:46


Chapter 36
Chapter 36

07:37


Chapter 37
Chapter 37

01:49


Chapter 38
Chapter 38

07:39


Chapter 39
Chapter 39

05:49


Chapter 40
Chapter 40

04:27


Chapter 41
Chapter 41

06:06


Chapter 42
Chapter 42

02:09


Chapter 43
Chapter 43

04:41


Chapter 44
Chapter 44

00:31