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Publisher's Summary

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-plus-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 frontline 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.

©2013 Lee Cockerell (P)2013 Random House Audio

Critic Reviews

"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, New York Times best-selling author of Delivering Happiness and CEO of Zappos.com, 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 best seller 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)

What members say

Average Customer Ratings

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Simple, Effective Rules

This audiobook was amazing. Lee explains the rules in the most memorable way. I have now changed my whole attitude towards my customers and as a result the response from them has also changed. Its just makes business so much easier and more pleasurable.

1 of 1 people found this review helpful

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Customer service just the way it should be done!

Apart from this book being short and precise, this is the kind of stuff every business person should listen to daily... This book reminds me of the great secrets of the ancients!

The narrator delivers this book like it was the most important thing on his mind. And yes I could gobble this book up thrice a month!

1 of 1 people found this review helpful

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Essential concepts for a service culture

Lee shares his extensive experience in the hospitality business in such a clear and concise manner that it seems as though the "39 essential rules" should be self-evident.

Unfortunately, finding places where guest/customer service seems to be an important part of the culture are still far too rare. Lee shares his extensive experience creating a culture of service at what has come to be regarded as one of the most successful customer-centric vacation destinations in the world. A truly essential read for anyone who desires to create or contribute to developing a culture of service for their organization, regardless of the industry or business they are in.

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  • JJ
  • 03-28-18

Good Reminders

I liked the tips and the anecdotes presented in this book. Lee is not pretending that many of the "rules" are common sense but rather excellent reminders for professionals. I highly recommend this quick listen.

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Wonderful resource

Any additional comments?

This book is a perfect reference for every skill level within a company. Upper management to front line employees can benefit from the information in this book. The audio book was great however I will be buying the hard copy to use as a reference.

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Excellent Reading

Great, great book! Reading was simple ways to maximize customer service but yet profound. Book had some funny parts and heartfelt stories which I enjoyed. This is a keeper and a reference in my library.

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Great Read!

This is so simple but so important. I really enjoyed the read and inspired me to do things differently!
Thank you!

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Loved every second of it

Someone recommended this book and wow. I am fully in love. Completely in love. Such an awesome book filled with great wisdom and practical advice

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wish I had a hard copy of the rules

great quick, hard hitting chapters. just wish I had a hard copy of the 39 rules to review

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Great book for customer service

This is a great book for anyone looking to improve their customer service! I highly recommend this book!

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  • FranF
  • 12-01-15

Highly recommended

Would you consider the audio edition of The Customer Rules to be better than the print version?

Great book - simple set of rules that any company can follow with lots of examples of how they work.