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The Customer Rules

The 39 Essential Rules for Delivering Sensational Service
Narrated by: Lee Cockerell
Length: 3 hrs and 59 mins
5 out of 5 stars (8 ratings)
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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)

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  • Ryan Millar
  • 09-09-2015

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.

2 of 2 people found this review helpful

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  • Anonymous User
  • 30-08-2018

Content is Great but Narrator Puts You to Sleep

It was an absolute slog to get through this book. The narrator is so monotone and boring it was very difficult to stick with it. The actual content of the book was great. Buy the physical book to read or find a better narrator. This book is definitely worth the read!

1 of 1 people found this review helpful

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  • francis
  • 13-04-2015

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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  • Amanda abbott
  • 13-01-2019

Everyone should read this before gettin a job

I have worked customer service for over five years and just pay Amy reading this book after all those years I have learned so much that I did not know and I learned some new stuff that I could act on changing the way I talk to customers or approach customers or the way I help them anyway what I’m trying to say here is it everybody she read this before getting a job this is been a big experience on myself I feel like this is really going to help me and it should help others and everybody else to everyone should read this before getting a job!!!!!

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  • John Cantu
  • 05-01-2019

Life changing!

I will be listening to this book more than once.
I co-own multiple restaurants and I want to be the best at customer service!
I have to be better to teach my staff to be better.

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  • Rachel Higgerson
  • 26-10-2018

Inspiring !

As someone that has not only studied business and customer service, but as someone that loves to improve their techniques and skills, this book hit home !!! Absolutely loved it and can't wait to implement some of the suggestions

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  • Amazon Customer
  • 15-10-2018

Good book

It’s hard to beat his first book creating magic. I rank that book in the top 3 business books I’ve ever read. This book was good but not great.

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  • James
  • 17-08-2018

Extremely valuable insights from a proven leader

Besides the rules the most valuable part of the book are the stories from Lee. there's nothing like actual examples and and results from practice. The one challenge with books like this is the number of rules. It's not practical to work with your team on more than one or two at a time, assuming of course the team is already been trained.

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  • Don
  • 15-05-2018

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
  • 28-03-2018

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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  • FranF
  • 01-12-2015

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.