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The Customer Rules: The 39 essential rules for delivering sensational service [Paperback]

Lee Cockerell
5.0 out of 5 stars  See all reviews (2 customer reviews)
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Book Description

7 Mar 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.

Frequently Bought Together

The Customer Rules: The 39 essential rules for delivering sensational service + Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney + Five Star Service: How to Deliver Exceptional Customer Service (Prentice Hall Business)
Price For All Three: £25.87

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Product details

  • Paperback: 208 pages
  • Publisher: Profile Books (7 Mar 2013)
  • Language: Unknown
  • ISBN-10: 1781251223
  • ISBN-13: 978-1781251225
  • Product Dimensions: 21.4 x 13.4 x 1.8 cm
  • Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
  • Amazon Bestsellers Rank: 51,033 in Books (See Top 100 in Books)

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Product Description


"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" and CEO of, Inc. "These Rules rule. If you play by these rules you will win." - Carl Sewell, Chairman of Sewell Automotive Companies and author of the million copy bestseller "Customers for Life"" "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." -Al Weiss, Former President, Disney Parks and Resorts, Worldwide "I don't know many people who know more about customer service than Lee Cockerell. If you want to create raving fans and have customers brag about you, read his book, "The Customer Rules." It will send you in the right direction.- Ken Blanchard, co-author, "The One Minute Manager" and "Leading at a Higher Level" "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!" -Marshall Goldsmith - "New York Times "bestselling author of "MOJO "and "What Got You Here Won't Get You There."" ""Lee Cockerell offers practical, reader friendly suggestions and guidelines which can be implemented immediately to enhance and improve customer service at any company." -Fred Whyte, President, STIHL Incorporated " ""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

Book Description

39 essential rules to delivering impeccable service - from the man who ran Disneyworld.

Inside This Book (Learn More)
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Front Cover | Copyright | Table of Contents | Excerpt | Index
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Customer Reviews

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Most Helpful Customer Reviews
5.0 out of 5 stars Another great book by Lee Cockerell 24 Aug 2013
Format:Paperback|Verified Purchase
This book is a "must read" for everyone who owns a business or is interested in improving customer service. Why do so many companies fail to serve their customers well. It isn't rocket science - is it? Get this book (and "Creating Magic") and get it sorted!
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5.0 out of 5 stars Essential customer service read 24 Jun 2013
Format:Paperback|Verified Purchase
Great for all levels of staff. Everyone can read and embrace this book so I am issing to all e
Employees. 180 of them.
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Most Helpful Customer Reviews on (beta) 4.4 out of 5 stars  83 reviews
6 of 7 people found the following review helpful
4.0 out of 5 stars Good read for those on both sides of the desk 26 Mar 2013
By J. Hauer - Published on
Format:Hardcover|Vine Customer Review of Free Product (What's this?)
As a former "customer service representative", I found this book very useful, both for those who provide services and those who are the recipients. I found the rules applicable to any industry. It all boils down to being nice and treating others as you'd like to be treated. Choose to take your business to those companies who are flexible and empower their employees. My favorite parts of the book were the personal experiences that Mr. Cockerell shared such as when a waiter brought over a blanket and pillow for a young child who was having trouble staying awake throughout dinner and when he kept a man from throwing a tantrum by giving him a pointy Happy New Year's hat to wear because no one can throw a tantrum while wearing a funny hat (he also addressed the problem that the customer was angry about). I feel as if this book will make me aware of how to be a better customer as well as how to provide better service to others in the future.
3 of 3 people found the following review helpful
5.0 out of 5 stars The Customer RULES 11 Mar 2013
By auskavitch - Published on
This book had me hooked from the very start. The common sense rules that Lee discusses are fundamental to service in ANY type of organization. This book will make you go, “Hmmmm, that just makes sense”. And isn’t that what you’re looking for in business book?

Some of my favorite rules are,
Rule #5 - Ask Yourself, “What Would Mom Do?” - Always do the right thing and don’t do anything you would not want Mom to know about.
Rule #18 - Be a Copycat - You don’t need to try to reinvent the entire wheel. Just improve on what others have done.
Rule #32 - Don’t Give the Responsibility Without the Authority. How many times have you seen this go wrong? Lee says, “It is not the problem itself that drives customers away; it’s how poorly you resolve the problem and how slowly you resolve it”.

This book is written in an easy to comprehend manner that keeps your attention. It’s not a bunch of boring theories, but true life experiences with humor and unpretentious storytelling. In other words, it’s the type of customer service and leadership book you’ve been looking for. You and your service teams will enjoy and value this book.
3 of 4 people found the following review helpful
4.0 out of 5 stars The Customer Rules 24 Jan 2013
By Michael Taylor - Published on
Format:Hardcover|Vine Customer Review of Free Product (What's this?)
"The Customer Rules" by Lee Cockerell, a former VP with Walt Disney World, is a timely read for anyone in sales, customer service, or other capacity that requires interaction with customers. Having worked mainly in sales the past several years, I have worked for organizations that valued customers and have unfortunately worked for companies that only cared about making a buck instead of the customer/potential customer.

The book is around 180 pages and contains 39 chapters of around 3-5 pages each. Several topics are addressed, some of my favorites including:

1. Instead of having a customer service department, every employee from the boss down, needs to practice excellent customer service.
2. Maintain a professional appearance - like it or not, people will judge us by our professionalism or lack of.
3. Hiring the right people - attitude is usually more important than knowledge (you can always train employees, but attitude is a different issue!).
4. Treating your customers the same way you would like your loved ones to be treated.
5. While being different or unique is okay, don't be afraid to copy things that competitors or organizations in other industries are doing that work.
6. Be considerate of the language you use around customers - a few select words can either drive customers away or make them want to come back.
7. Instead of arguing, try to work with the customer as much as possible about a disagreement, perceived lack of service, or some other perceived slight.

The book may be completed in a few sittings and would be a good title for anyone dealing with customers in whatever capacity they may be in. While organizations need to have the kind of integrity to treat customers well at all times, these economic times demand we be even more sensitive to and working with customers as much as possible, lest they decide to go elsewhere.

1 of 1 people found the following review helpful
5.0 out of 5 stars The Perfect Book for Customer Service 23 April 2014
By Clay Clark - Published on
Format:Kindle Edition
I read Lee's first book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney and enjoyed it quite a bit. This book is a perfect partner to Creating Magic. It is relevant to any one in management who holds employees accountable that are in direct contact with customers. This book talks about the importance of taking responsibility for serving your customers whether its face-to-face, over a call, or from the office.

Lee talks about everything he has learned from his days as a frontline service provider. He goes over how to create service driven policies and procedures on how to hire and train employees to uphold your reputation of providing excellence customer service. These principles can be applied to any industry, small business or large company. You'll learn what it is that Disney and the Marriott do when it comes to delivering great service and what your customers need.

In todays world you must choose to stand out from your competitors and one of the key factors is how you treat your customers. I highly recommend this book along side Creating Magic. Both are wins!
5 of 7 people found the following review helpful
5.0 out of 5 stars Valuable Customer Service Pearls of Wisdom 28 Feb 2013
By Sharon Michaels - Published on
Format:Hardcover|Vine Customer Review of Free Product (What's this?)
If you could learn the secrets for delivering sensational customer service from a former executive vice president of operations at Walt Disney World, would you make the time to read his book? If the answer is "yes," then you'll want to read David Cackerell's new book, The Customer Rules.

In The Customer Rules: The 39 Essential Rules for Delivering Sensational Service you will find the chapters to be short and practical. The information is important and significant. The customer service concepts can make you money and provide you with loyal customers.

This is an easy to read and thoughtfully written book. The author shares great examples based on his forty-plus-year career in the hospitality industry - Walt Disney World, Hilton Hotels and Marriott.

Let me give you a few examples of the "39 Essential Rules":

Rule #5 - Ask Yourself, "What Would Mom Do?"
"Never ask for something without saying `please' or receive something from another person without saying `thank you'."

Rule #17 - Listen Up
"Like all of us, your customers want to be understood. But emotionally, what's even more important is that they feel you want to understand them and you're genuinely trying to grasp what they want, need, think and feel."

Rule #28 - Know the Difference Between Needs and Wants
"What do you expect when you come to Walt Disney World? Their top four wants were these: Make us feel special. Treat us as individuals. Show respect to us. Be knowledgeable."

These three examples should give you a good idea about the practical material David Cockerell covers - material you can begin using in your business immediately. It sounds cliché to say that this book is filled with valuable "pearls of wisdom" but honestly, this book is filled with valuable "pearls of wisdom."

I highly recommend The Customer Rules: The 39 Essential Rules for Delivering Sensational Service, to everyone who works with the public. It may be well worth your effort to make this book a company-wide customer service read!
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