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

Great book from an authority on customer service and business practices. Very easy read with short chapters (just a few pages) so it is easy to consume. I would recommend this to anyone who interacts with customers (patients, etc).

using examples from his life at Disney, Cockerell shares specific examples of how to wow customers, fix problems and exceed their expectations to earn loyalty. It was an easy read and a relaxed writing style with lots of real-life examples to drive points home. highly recommend

Just great!👍

I enjoyed reading this book. Very simple and easy to read with rich valuable tips. Its will help you to how to deal with customers for delivering great service.

I'm a customer service supervisor and this book is now the talk of the department. I've shared this book with several other people and they are hooked!

In a world full of cookie cutter customer service theory, Lee Cockerell is the ultimate craftsman. Hands down the best the world has seen, because Lee's wisdom comes from doing it on a massive scale for a long, long time - leading 40,000 Disney employees for nearly a decade of sensational world-class service. There is no theory in Lee's book. Only results - world class results. The brilliance of "The Customer Rules" is in Lee's profoundly simple, and simply profound approach. Never get bored with the basics. Ever. Sensational customer service doesn't have to be complicated. It's really just common courtesy, which is no longer quite so common. These 39 Rules will work for anyone, in any organization.

I don’t leave many reviews, as a matter of fact I don’t leave reviews at all, but I just finished this book and I’m so impressed I couldn’t not give five stars. It is simple and fast read (appreciate those being a foreigner), each chapter is concise with the great life examples. This book should be a part of onboarding packet for each employee , irrespective of industry. Great material!

This book is so good it made me want to send it to my home office. Lots of gems. Sometimes we need to be reminded of some of the things in here. Be nice. Simple, but so hard to find. I've always said to the people I interview,"I look for nice. I can train you on the skills you need, but I can't train "nice"." It's either there or it's not. Most of the lessons in here are things people who have worked with the public for a long time already know. But people who are new to the customer service field can use this book to gain some experience the easy way instead of having to learn everything the hard way.

buy it and learn

If you want to up your customer service game, this is a must read. Outstanding and insightful.

One of the best books I have read, I recommend every working individual to read. No matter what department you work & which designation you hold.

Lee Cockerell es el autor de este libro y además estuvo a cargo de las operaciones del parque Walt Disney World, por lo que este libro es muy útil para cualquier persona encargada de una empresa. El servicio Amazon fue excelente.

L'auteur a repéré 39 règles garantes d'un service client exceptionnel. Certaines peuvent sembler évidentes, mais ne sont pas forcément mises en aeuvre, comme le fait de traiter ses clients comme un membre de sa famille. D'autres, comme laisser de la marge de manaeuvre aux salariés au contact du client, semblent moins répandues et gagneraient à être explorées. C'est cette latitude laissée à un employé qui lui permet de répondre de façon spécifique et pertinente à un besoin du client. Ces règles peuvent être utilisées à la façon d'une checklist pour faire l'audit de son service client.