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The Customer Rules

208 pages, 2013

business & management

business & management

1082 books
self-improvement

self-improvement

909 books
Takeaways
Description

The former executive vice president of Walt Disney World, Lee Cockerell provides indispensable business advice on providing consistent, efficient, creative, sincere and excellent service to consumers. Lee demonstrates not just why the customer always wins, but also how to serve consumers so effectively that they'll never want to do business with anybody else. Consider the following scenario:Rule #1: Customer Service Is Not a DepartmentRule #3: Great service adheres to gravities laws. Rule #5: What Would Mom Do?

The Importance of Customer Service

In 'The Customer Rules', Lee Cockerell emphasizes the importance of excellent customer service. He believes that every interaction with a customer is an opportunity to create a lasting impression. So, take a look at your customer service strategies and see if there's room for improvement.

The 39 Essential Rules

The book presents 39 essential rules for delivering sensational service. These rules are not just theories, but practical tips that you can apply in your business. So, if you're looking for ways to improve your customer service, this book is a must-read.

The Power of Empathy

Cockerell stresses the importance of empathy in dealing with customers. He believes that understanding and addressing the needs and feelings of customers can lead to their satisfaction and loyalty. So, if you want to win your customers' hearts, start by understanding their needs.

The Role of Employees

In 'The Customer Rules', it's clear that employees play a crucial role in delivering excellent customer service. Cockerell suggests that treating your employees well will result in them treating your customers well. So, take care of your employees and they will take care of your customers.

Continuous Improvement

The book encourages continuous improvement in customer service. Cockerell believes that there's always room for improvement, no matter how good your service is. So, keep exploring new ways to enhance your customer service and never settle for 'good enough'.

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authorTony Hsieh

Tony Hsieh

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