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The Customer Rules

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Quick Overview

Rule #1: Customer service is not a department. That’s just one of the 39 gems shared by Lee Cockerell, former executive vice president at Walt Disney World. No one knows how to win and keep customers better and more profitably than Disney. Drawing on the tenets of professional integrity, creativity and customer service, Cockerell’s easy-to-read, easy-to-use advice applies to any business, big or small. The Customer Rules is the essential handbook for service excellence everywhere.

The former EVP of Walt Disney World shares indispensable 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 that 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 that they'll never want to do business with anyone but you. For example:

  • Customer service Is not a department

  • Great service follows the laws of gravity

  • Ask yourself, "What would mom do?"

  • Be a copycat

  • Treat every customer like a regular

  • 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 such as 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 startup. And these principles have been proven indispensable 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 that deal directly with clients and customers.

Author Cockerell, Lee
Author Bio

Lee Cockerell is the author of Creating Magic, 10 Common Sense Leadership Strategies from a Life at Disney. He is the former Executive Vice President of Operations of Walt Disney World and has held executive positions at Hilton Hotels and Marriott. During his distinguished career in the hospitality industry Cockerell earned a worldwide reputation as an expert on the customer experience.

Cockerell currently travels the country addressing audiences at Fortune 100 companies; educational institutions and non-profits; and government agencies, including the US military.

Book Format N/A
Publication Date Mar 5, 2013
Language N/A


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