Book Summary
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Professionalism is not about training or job title or pay grade; it is about how you conduct yourself.
The Customer Rules
The former EVP of Walt Disney World provides indispensable Rules for providing consistent, efficient, creative, sincere, and excellent service to consumers. Lee Cockerell understands that gaining and maintaining clients is critical to any business's success. Lee shares what he's learned in his 40+ year career in the hospitality business on building an atmosphere that keeps customers coming back for more in 39 bite-sized chapters. 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 Department
Rule #3: Great service adheres to gravity's laws.
Rule #5: "What Would Mom Do?" is a good question to ask yourself.
Rule #19: Don't be a clone Rule #25: Treat every customer as though they were a regular
Rule #39: Don't Put Too Much Effort Into It
These principles, as simple as they are profound, have been proven to work in businesses as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling timeless products like shoes and handbags; and at corporations as old as Ford Motors and as new as a brand new start-up. They've been shown to be indispensable at all levels of a company, from managers in charge of hiring and training personnel, establishing rules and procedures, and developing corporate culture to front-line employees who interact directly with clients and consumers.
The Customer Rules is the ultimate manual for service excellence everywhere, with universal guidance that can be used both online and offline.
Professionalism is not about training or job title or pay grade; it is about how you conduct yourself.
