The customer rules : the 39 essential rules for delivering sensational service / Lee Cockerell. [print]

Customer service is not a department -- You win customers one at a time and lose them a thousand at a time -- Great service follows the law of gravity -- Don't get bored with the basics -- Ask yourself, "What would mom do?" -- Be an ecologist -- Look sharp -- Always act like a professional -- Hire the best cast -- Be your own Shakespeare -- Become an expert at creating experts -- Rehearse, rehearse, rehearse -- Expect more to get more -- Treat customers the way you'd treat your loved ones -- Be like a bee -- Know the truth, the whole truth, and nothing but the truth -- Listen up -- Be a copycat -- Fish where the fishermen ain't -- Be a wordsmith--language matters -- Make yourself available -- Always be the giving one -- If they say they want horses, give them a motorcar -- Don't just make promises, make guarantees -- Treat every customer like a regular -- Serve to win -- Make ASAP your standard deadline -- Know the difference between needs and wants -- Have a geek on your team -- Be relentless about details -- Be reliable -- Don't give the responsibility without the authority -- Never, ever argue with a customer -- Never say no--except "No problem" -- Be flexible -- Apologize like you really mean it -- Surprise them with something extra -- Keep doing it better -- Don't try too hard.

The former Executive Vice President 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.

https://www.amazon.com/Customer-Rules-Essential-Delivering-Sensational/dp/0770435602/ref=sr_1_3?dchild=1&keywords=9780770435608&qid=1634738911&sr=8-3

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