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

  • 2h 9m
  • Lee Cockerell
  • Profile Books
  • 2013

Today, consumers have more choice than ever before. It's no longer enough to simply provide a service - companies who want to stay in business must also provide impeccable service with such consistency, integrity and creativity that people who experience it will not only keep coming back for more, but recommend your business to their friends, families, and colleagues.

The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Lee Cockerell, former Executive Vice President of Operations at Disney World - a company which has redefined what a business can do for their customers - shows you how: from why you should 'Never say no - except No Problem' to asking yourself 'What Would Mum Do?'.

His 39 easy-to-follow rules apply to any industry and any company, large, small, public, private, online or High Street. The principles revealed in this book, tried and tested in one of the world's happiest environments, can give you everything you need to truly connect with your customers.

About the Author

Lee Cockerell has spent his entire career in the hospitality industry. He spent eight years with Hilton Hotels, and seventeen with Marriotts Corporation, before joining Disney in 1990 to open Disneyland Paris. Since leaving Disneyland in 2006, he has published a book, Creating Magic, on leadership and excellence in customer service, and consults on issues such as customer service for organisations such as the Disney Institute.

In this Book

  • The Customer Rules—The 39 Essential Rules for Delivering Sensational Service
  • Introduction
  • Rule #1 Customer Service Is Not a Department
  • Rule #2 You Win Customers One at a Time and Lose Them a Thousand at a Time
  • Rule #3 Great Service Follows the Law of Gravity
  • Rule #4 Don’t Get Bored with the Basics
  • Rule #5 Ask Yourself, “What Would Mom Do?”
  • Rule #6 Be an Ecologist
  • Rule #7 Look Sharp
  • Rule #8 Always Act Like a Professional
  • Rule #9 Hire the Best Cast
  • Rule #10 Be Your Own Shakespeare
  • Rule #11 Become an Expert at Creating Experts
  • Rule #12 Rehearse, Rehearse, Rehearse
  • Rule #13 Expect More to Get More
  • Rule #14 Treat Customers the Way You’d Treat Your Loved Ones
  • Rule #15 Be Like a Bee
  • Rule #16 Know the Truth, the Whole Truth, and Nothing but the Truth
  • Rule #17 Listen Up
  • Rule #18 Be a Copycat
  • Rule #19 Fish Where the Fishermen Ain’t
  • Rule #20 Be a Wordsmith—Language Matters
  • Rule #21 Make Yourself Available
  • Rule #22 Always Be the Giving One
  • Rule #23 If They Say They Want Horses, Give Them a Motorcar
  • Rule #24 Don’t Just Make Promises, Make Guarantees
  • Rule #25 Treat Every Customer Like a Regular
  • Rule #26 Serve to WIN
  • Rule #27 Make ASAP Your Standard Deadline
  • Rule #28 Know the Difference Between Needs and Wants
  • Rule #29 Have a Geek on Your Team
  • Rule #30 Be Relentless About Details
  • Rule #31 Be Reliable
  • Rule #32 Don’t Give the Responsibility Without the Authority
  • Rule #33 Never, Ever Argue with a Customer
  • Rule #34 Never Say No—Except “No Problem”
  • Rule #35 Be Flexible
  • Rule #36 Apologize Like You Really Mean It
  • Rule #37 Surprise Them with Something Extra
  • Rule #38 Keep Doing It Better
  • Rule #39 Don’t Try Too Hard