Close cookie details

This site uses cookies. Learn more about cookies.

OverDrive would like to use cookies to store information on your computer to improve your user experience at our Website. One of the cookies we use is critical for certain aspects of the site to operate and has already been set. You may delete and block all cookies from this site, but this could affect certain features or services of the site. To find out more about the cookies we use and how to delete them, click here to see our Privacy Policy.

If you do not wish to continue, please click here to exit this site.

Hide notification

  Main Nav
The Customer Rules
Cover of The Customer Rules
The Customer Rules
The 39 Essential Rules for Delivering Sensational Service

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.



From the Hardcover edition.

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.



From the Hardcover edition.
Available formats-
  • Kindle Book
  • OverDrive Read
  • EPUB eBook
Languages:-
Copies-
  • Available:
    0
  • Library copies:
    1
Levels-
  • ATOS:
  • Lexile:
  • Interest Level:
  • Text Difficulty:

Recommended for you

Excerpts-
  • Chapter One Rule #1

    Customer Service Is Not a Department

    If there's one thing I've learned in my forty-plus years in the business world, it's that customer service is far more than a department name or a desk that shoppers or clients go to with problems and complaints. It's not a website, or a phone number, or an option on a pre-recorded phone menu. Nor is it a task or a chore. It's a personal responsibility. And it's not the responsibility only of people called customer service reps. It's the responsibility of everyone in the organization, from the CEO to the newest and lowest-ranking frontline employee. In fact, everyone in the company should be thought of as a customer service rep, because in one way or another each of them has some impact on, and bears some responsibility for, the quality of the customer experience. Even if you never see or speak to a customer (or potential customer), you need to treat everyone with whom you interact—your vendors, your creditors, your suppliers, and so on—with sincerity and respect. Trust me, the great service you give them will ultimately trickle down to your customers.

    Great service serves bottom-line business objectives. Sounds simple, but I constantly meet executives who don't understand that. They say things like "I'm in the commodity business, and it's all about the product." I tell them that they'd better have a great product, because the most extraordinary customer service in the world won't compensate for a bad one. But then I tell them that unless their product is the only one of its kind on the planet (and will always be the only one), good quality alone won't guarantee long-term profits. Time and again, customer service has been shown to be the best way to distinguish an outstanding company or organization from its competitors. Let's face it, no matter what business or industry you're in, there's probably someone—or many someones—who offers more or less the same product or service you do. But if you provide the same product plus personal service that feels authentic, you will have a leg up. No matter what business you're in, great service is a competitive advantage that costs you little or nothing but adds huge value for your customer. And it's one advantage you can't afford to pass up, because in today's highly competitive marketplace your customers will leave you in a heartbeat if your service doesn't measure up. Don't take my word for it; look at the research. In one study, customers were asked why they stopped doing business with a company. Forty-three percent named "negative experience with a staff person" as the main reason for taking their business elsewhere, and 30 percent said they moved on because they were made to feel they were not a valued customer.

    My point is that most people expect quality products and services. It's the lowest common denominator. But if your company gives people the products or services they want and customer service that exceeds their expectations, you have an unbeatable combination, and one your competition can't easily imitate. Don't get confused about the difference between the services you sell and customer service. Services are what consumers come to you for and pay for. Customer service encompasses the entire experience, from the moment a person logs on to your website or walks through your front door until the moment they log off or walk out. It's what brings the human factor into a transaction. Some hardened number types scoff at the notion of the human factor. But as I've learned over the course of decades working at some of the most profitable companies in the world, the emotional element is as important as—even more important...
About the Author-
  • 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.

Reviews-
  • Publisher's Weekly

    December 17, 2012
    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.

  • and CEO of Zappos.com, Inc. "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"
  • -Al Weiss, Former President, Disney Parks and Resorts,Worldwide "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."
  • New York Times bestselling author of MOJO and What Got You Here Won't Get You There. "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!"
  • -Fred Whyte, President, STIHL Incorporated "Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company."
  • -Mark Sanborn, Bestselling author of The Fred Factor

    "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."
Title Information+
  • Publisher
    Crown
  • Kindle Book
    Release date:
  • OverDrive Read
    Release date:
  • EPUB eBook
    Release date:
Digital Rights Information+
  • Copyright Protection (DRM) required by the Publisher may be applied to this title to limit or prohibit printing or copying. File sharing or redistribution is prohibited. Your rights to access this material expire at the end of the lending period. Please see Important Notice about Copyrighted Materials for terms applicable to this content.

Status bar:

You've reached your checkout limit.

Visit your Checkouts page to manage your titles.

Close

You already have this title checked out.

Want to go to your Checkouts?

Close

Recommendation Limit Reached.

You've reached the maximum number of titles you can recommend at this time. You can recommend up to 5 titles every 7 day(s).

Close

Sign in to recommend this title.

Recommend your library consider adding this title to the Digital Collection.

Close

Enhanced Details

Close
Close

Limited availability

Availability can change throughout the month based on the library's budget.

is available for days.

Once playback starts, you have hours to view the title.

Close

Permissions

Close

The OverDrive Read format of this eBook has professional narration that plays while you read in your browser. Learn more here.

Close

Holds

Total holds:


Close

Restricted

Some format options have been disabled. You may see additional download options outside of this network.

Close

MP3 audiobooks are only supported on macOS 10.6 (Snow Leopard) through 10.14 (Mojave). Learn more about MP3 audiobook support on Macs.

Close

Please update to the latest version of the OverDrive app to stream videos.

Close

You've reached your library's checkout limit for digital titles.

To make room for more checkouts, you may be able to return titles from your Checkouts page.

Close

Excessive Checkout Limit Reached.

There have been too many titles checked out and returned by your account within a short period of time.

Try again in several days. If you are still not able to check out titles after 7 days, please contact Support.

Close

You have already checked out this title. To access it, return to your Checkouts page.

Close

This title is not available for your card type. If you think this is an error contact support.

Close

An unexpected error has occurred.

If this problem persists, please contact support.

Close

Close

NOTE: Barnes and Noble® may change this list of devices at any time.

Close
Buy it now
and help our library WIN!
The Customer Rules
The Customer Rules
The 39 Essential Rules for Delivering Sensational Service
Lee Cockerell
Choose a retail partner below to buy this title for yourself.
A portion of this purchase goes to support your library.
Clicking on the 'Buy It Now' link will cause you to leave the library download platform website. The content of the retail website is not controlled by the library. Please be aware that the website does not have the same privacy policy as the library or its service providers.
Close
Close

There are no copies of this issue left to borrow. Please try to borrow this title again when a new issue is released.

Close
Barnes & Noble Sign In |   Sign In

You will be prompted to sign into your library account on the next page.

If this is your first time selecting “Send to NOOK,” you will then be taken to a Barnes & Noble page to sign into (or create) your NOOK account. You should only have to sign into your NOOK account once to link it to your library account. After this one-time step, periodicals will be automatically sent to your NOOK account when you select "Send to NOOK."

The first time you select “Send to NOOK,” you will be taken to a Barnes & Noble page to sign into (or create) your NOOK account. You should only have to sign into your NOOK account once to link it to your library account. After this one-time step, periodicals will be automatically sent to your NOOK account when you select "Send to NOOK."

You can read periodicals on any NOOK tablet or in the free NOOK reading app for iOS, Android or Windows 8.

Accept to ContinueCancel