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1 Burnside Business- Customer Service

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

by

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Cover

 

Synopses & Reviews

Publisher Comments:

Former Executive Vice President  of Walt Disney World distills essential rules for winning and keeping customers--and growing profits in the process--by delivering superior service.

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

 

These are just a few of the indispensible nuggets of wisdom Lee Cockerell, the author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, distills in The Customer Rules.

In 39 digestable, 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. Through his signature blend of wisdom, humor, and folksy storytelling, Lee not only shows why the customer always rules, but also the Rules for serving customers with such consistency, efficiency, creativity, and sincerity that they'll never want to do business with anyone but you.

As simple as they are profound, these principles have been shown to work for leaders who hire and train employees, establish policies and procedures, and set the tone —as well as for those on the front line who deal directly with clients and customers. These Rules have proven effective in businesses as large as Disney and as small as a local coffee shop; for companies offering products as cutting-edge as computer tablets or as timeless as shoes and handbags. 

Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

Review:

"Cockerell, a service industry veteran and former executive v-p of operations at Walt Disney World, offers a slim, obvious listing of the rules of customer service. The author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, Cockerell believes that treating customers right is the most important goal of any business, which will directly serve the business's bottom line. The book is designed to help readers of any position or title achieve that goal. The 39 titular rules are solid, but nothing new: 'Ask yourself: ‘What Would Mom Do?' '; 'Always Act Like a Professional'; 'Become an Expert at Creating Experts'; 'Make Yourself Available'; 'Don't Just Make Promises, Make Guarantees'; and 'Be Reliable.' Cockerell's chatty, friendly tone is charming and credible, but there's nothing that hasn't been said before elsewhere. Agent: Lynn Franklin, Lynn C. Franklin Associates." Publishers Weekly Copyright PWxyz, LLC. All rights reserved.

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.

Synopsis:

Former COO of Walt Disney World distills essential rules for winning and keeping customers--and growing profits in the process--by delivering superior service.

Drawing on his more than 40 years in the hospitality industry, Cockerell not only shows why the customer always rules, but also how to serve customers with such consistency, integrity, creativity, and sincerity that they'll never want to do business with anyone but you.

About the Author

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 hostpiality 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 governement 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.

Product Details

ISBN:
9780770435608
Author:
Cockerell, Lee
Publisher:
Crown Business
Author:
Lee Cockerell
Subject:
Business-Customer Service
Subject:
Customer Service
Publication Date:
20130331
Binding:
HARDCOVER
Language:
English
Pages:
208
Dimensions:
7.7 x 5.3 x 0.84 in 0.625 lb

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Business » Customer Service
Business » Human Resource Management
Business » Investing
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Transportation » Automotive » General

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service Used Hardcover
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Product details 208 pages Crown Business - English 9780770435608 Reviews:
"Publishers Weekly Review" by , "Cockerell, a service industry veteran and former executive v-p of operations at Walt Disney World, offers a slim, obvious listing of the rules of customer service. The author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney, Cockerell believes that treating customers right is the most important goal of any business, which will directly serve the business's bottom line. The book is designed to help readers of any position or title achieve that goal. The 39 titular rules are solid, but nothing new: 'Ask yourself: ‘What Would Mom Do?' '; 'Always Act Like a Professional'; 'Become an Expert at Creating Experts'; 'Make Yourself Available'; 'Don't Just Make Promises, Make Guarantees'; and 'Be Reliable.' Cockerell's chatty, friendly tone is charming and credible, but there's nothing that hasn't been said before elsewhere. Agent: Lynn Franklin, Lynn C. Franklin Associates." Publishers Weekly Copyright PWxyz, LLC. All rights reserved.
"Synopsis" by , 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.

"Synopsis" by , Former COO of Walt Disney World distills essential rules for winning and keeping customers--and growing profits in the process--by delivering superior service.

Drawing on his more than 40 years in the hospitality industry, Cockerell not only shows why the customer always rules, but also how to serve customers with such consistency, integrity, creativity, and sincerity that they'll never want to do business with anyone but you.

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