Goodreads helps you keep track of books you want to read. Many businesses readily acknowledge the importance of their clients, but few actually offer them great service. As the title indicates, the lens used is that of customer service, but as Cockerell correctly points out, whether your job directly relates to customer interactions or not, even supporting parts of a business should have customer service as a key driver. It is a Sunshine State Young Readers book for 2008–2009 and won A 2007 Schneider Family Book Award. We rate each piece of content on a scale of 1–10 with regard to these two core criteria. is a clear guide forstrengthening customer relationships and competing on more thanprice. Guide to make you some wow factor with your clients. A solid little book full of basic business lessons that seem to be self-evident but can all too often be forgotten in the day-to-day of business. The Customer Rules : Lee Cockerell : 9781781251225 We use cookies to give you the best possible experience. There are no discussion topics on this book yet. Helpful – You’ll take-away practical advice that will help you get better at what you do. When you satisfy your customers, they not only help you grow by continuing to do business with you but they will also recommend you to friends and associates. Customer service is an integral part of our job and should not be seen as an external extension of it.A company’s most vital asset is its customers. But I didn't want to ask him for one because he needs it more for his front-line people. Solid advice, probably heard before for sure, but collected in one place. Your highlights will appear here. "-Al Weiss, Former President, Disney Parks and Resorts,Worldwide “I don’t know many people who know more about customer service than Lee Cockerell. Sometimes he gives them out to my colleagues. But I didn't want to ask him for one because he needs it more for his front-line people. Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. We look at every kind of content that may matter to our audience: books, but also articles, reports, videos and podcasts. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. The premise of this book is a list of 39 rules to follow in customer service. This complete summary of the ideas from Roger Blackwell and Kristina Stephan's book "Customers Rule!" The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Download eBooks from Booktopia today. I learned quite a bit and was reminded of things that I am not doing but should be when it comes to dealing with my own customers. (I would have left off the definitive article, but I also didn't write the book.) Eloquent – You’ll enjoy a masterfully written or presented text. And they were all from BookXcess so that's where. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers. Publisher's Summary. I'd highly recommend this book to any company where customer service is an everyday reality, but I also think you can learn a lot even if you don't have a storefront. We’d love your help. It is a great jumping off point for people new to management, or very old and unchanging to it. I borrowed this from a coworker and after the first few pages tracked down a couple of copies nearby (that I haven't bought yet) so I can have my own to add to the toolbox. Easily the best book on customer service that I’ve ever read. Whether it's thinking about how to provide better services your customers want, treating customers with respect, or being someone of trust and integrity, Cockerell uses real world experiences (as both customer and service provider) and a dash of homespun wisdom to remind the reader of fundamental rules of creating great relationships with your customers and co-workers. Concrete Examples – You’ll get practical advice illustrated with examples of real-world applications or anecdotes. These Rules rule. The format was easy to follow as each customer rule had about a page or two for it. Sometimes he gives them out to my colleagues. 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 “I don’t know many people who know more about customer service than Lee Cockerell. I wish I could send this to myself about 12 years ago. The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. I have a set of 7 Customer Service Principles I live by (and teach) and I was happy to see congruity between several. If you work in customer service, that's a book to read. I listened to the audio book and it's very good. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.The Customer Rules review. New book summary available for The Customer Rules June 18, 2010 by Business Book Summaries C. Britt Beemer and Robert L. Shook’s The Customer Rules presents the argument that the world’s most successful companies are those with an unwavering commitment to customer satisfaction. 2 thoughts on “ The Customer Rules (Book Review) ” Pingback: The Customer Rules « Lee Cockerell – Lessons in Leadership jeff noel January 18, 2013 at 3:11 pm. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Whereas Creating Magic was geared to leaders and aspiring leaders, The Customer Rules is relevant to everyone from the highest echelons of management to This was great. That said, as a summary of the many simple and often overlooked "rules" to create great customer service, it's a reasonable read. I enjoyed it up until about rule 29, and then the rules seem to get a bit redundant. Although most of it is common sense - but as Voltaire said: "common sense is not so common". "The Customer Rules is easy to read and understand, but profound in so many ways! Avoid these pitfalls by adopting the following 14 best practices that top companies employ to deliver exceptional service: Select the sections that are relevant to you. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. The Customer Rules is both a perfect companion to my first book, Creating Magic: 10 Common Sense Leader-ship Strategies from a Life at Disney, and a logical fol-low-up. The author draws on not only his experience at Disney, but more importantly his experience as a customer to illustrate the rules of customer service. Firms trying to reach out to their customers often collect bad information and misinterpret it. Hot Topic – You’ll find yourself in the middle of a highly debated issue. In 2009 it also won the Dorothy Canfield Fisher Children's Book Award. Ok the reason why I got this book was because at my new workplace, my company shares the space with another. Fantastic! Actually really enjoyed this book. I liked all the examples that Lee used to demonstrate his points. Thank you, uber-detailed person for making flashcards: Very informative and full of stories and real-life examples which simplify's the author ideas ... it is a must to read book for people working in customer service or customer experience fields. After all, what is a business but something providing goods and services to customers? March 5th 2013 Scientific – You’ll get facts and figures grounded in scientific research. Their boss has a stack of this book on his desk which he gives out to his staff so that they know how to give service to their customers. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. I recommend this book to anyone in a customer service job who wants to give a better service at … Ben, nice of you to take the time to post a good review. I'd highly recom. In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. I would recommend this book to anyone who deals with customers! Whether it's. Visionary – You’ll get a glimpse of the future and what it might mean for you. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers. Each chapter of this guide is devoted to one of the 14 traits of great service providers. At getAbstract, we summarize books* that help people understand the world and make it better. This is a short book about how to fulfill and exceed customer expectations. I picked up a lot of great tips with this book, but that’s not really a surprise because I’ve read a lot of Lee’s work and subscribe to his podcast as well. Here's what the ratings mean: Applicable – You’ll get advice that can be directly applied in the workplace or in everyday situations. The stack of books on his desk though still has the price tag on it. So regardless, it's great to have short, succinct review of common sense. A must-read title for all entrepreneurs, team leaders & managers. A book full of facts that are cleary written with opinions from one of England's top judges this book was an inspiring read which covered one of my favourite topics, the magna carta. Definitely worth the read if you are looking for a way to brush up on your customer service skills. Their boss has a stack of this book on his desk which he gives out to his staff so that they know how to give service to their customers. Fantastic! It was also interesting that some of the items mentioned differ from what my company has said. Summary Themes To see what your friends thought of this book, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. It's very easy to digest the content as each chapter is rather short and you can easily jump off after one and come back later on without losing a point of the author. A lot of what is also shared is how to be a good leader and trust your employees while continuing to invest in their development. If you are an experienced senior manager or someone looking for a book which considers customer service from a strategic business perspective, look elsewhere. You'll get access to all of the Rules content, as well as access to more than 30,000 additional guides and more than 350,000 Homework Help questions answered by our experts. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. From BetweenDisney.com The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell presents the former Disney executive's thoughts on providing excellent customer service. What we say here about books applies to all formats we cover. Analytical – You’ll understand the inner workings of the subject matter. Lee's story telling also grabs your attention the whole way through. Access a free summary of The Customer Rules, by C. Britt Beemer and Robert L. Shook and 20,000 other business, leadership and nonfiction books on getAbstract. His recent books include Longaberger and The Pep Talk. This book summary/analysis offers readers: 39 rules to create sensational customer service – works for any company, group or non-profit. Welcome back. The author draws on not only his experience at Disney, but more importantly his experience as a customer to illustrate the rules of customer service. Best wishes for 2013. There are great points highlighted in here that are great for customer service for ALL industries and ALL career positions. Delivering excellent customer service improves profitability, builds consumer loyalty and reduces buyer turnover. ‎ The must-read summary of Roger Blackwell and Kristina Stephan's book: "Customers Rule! Cockerell's Title plays on the words, but his subtitle entices: The 39 Essential Rules for Delivering Sensational Service. Author: Bill Price. Robert L. Shook is the author of many business books, five of which have appeared on The New York Times bestseller list. Lee Cockerell has drawn from his wealth of experience and written a wise and practical book chock full of ideas about delivering sensational service. getAbstract recommends this manual to readers who want to adopt the mutual practices of top client-service firms in order to build their own clienteles. : Why the e-Commerce Honeymoon is Over and Where Winning Businesses Go From Here. Let us know what’s wrong with this preview of, Published Background – You’ll get contextual knowledge as a frame for informed action or analysis. A how-to … A solid little book full of basic business lessons that seem to be self-evident but can all too often be forgotten in the day-to-day of business. shows how th… The Customer Rules: The 39 Essential Rules for Delivering Sensational Service - Kindle edition by Cockerell, Lee. Since then, I’ve built quite a few skills in management and customer service to the point that most of the “rules” in this book are already well heeded by me. I wish Lee would hire a professional narrator vs narrating himself though. then this book is a must read. I borrowed this from a coworker and after the first few pages tracked down a couple of copies nearby (that I haven't bought yet) so I can have my own to add to the toolbox. Each rule is simple and easy to follow, and each one has a specific reason for existing. Just a moment while we sign you in to your Goodreads account. Comprehensive – You’ll find every aspect of the subject matter covered. This Study Guide consists of approximately 27 pages of chapter summaries, quotes, character analysis, themes, and more - everything you need to sharpen your knowledge of Rules. Use features like bookmarks, note taking and highlighting while reading The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. I really enjoyed this book since I think customer service is a lost art form. Start by marking “The Customer Rules: The 39 Essential Rules for Delivering Sensational Service” as Want to Read: Error rating book. It’s a mindset you’ll need to adopt to create a customer-focused environment inside your business. Without them, we would not and could not exist in business. Innovative – You can expect some truly fresh ideas and insights on brand-new products or trends. The stack of books on his desk though still has the price tag on it. I bought this book to read as I thought it would give me some insights into providing better service at work. Overview – You’ll get a broad treatment of the subject matter, mentioning all its major aspects. Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service. Not only appropriate for customer service, but applicable anywhere in life. C. Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. The Customer Rules is entirely focused on one ultimate goal: to help you, no matter what your position or job title, secure the most revenue-boosting asset you could wish for: a reputation for excellent service. Bold – You’ll find arguments that may break with predominant views. For experts – You’ll get the higher-level knowledge/instructions you need as an expert. Publisher: John Wiley & Sons ISBN: 1118954823 Category: Business & Economics Page: 272 View: 744 AbeBooks.com: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (9780770435608) by Lee Cockerell and a great selection of similar New, Used and Collectible Books available now at great prices. Rules is the debut novel by author Cynthia Lord.Released by Scholastic, Inc. in 2006, it was a Newbery Honor book in 2007. ... Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. If you play by these rules you will win. A great way to brush up on the fundamentals. I picked up a lot of great tips with this book, but that’s not really a surprise because I’ve read a lo. For beginners – You’ll find this to be a good primer if you’re a learner with little or no prior experience/knowledge. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Eye opening – You’ll be offered highly surprising insights. As the title indicates, the lens used is that of customer service, but as Cockerell correctly points out, whether your job directly relates to customer interactions or not, even supporting parts of a business should have customer service as a key driver. Download it once and read it on your Kindle device, PC, phones or tablets. With a simple, elegant solution for driving lasting value forcustomers, Your Customer Rules! “professionalism is not about training or job title or pay grade; it is about how you conduct yourself,”, “Great service does not cost any more money than average or poor service.”, See 1 question about The Customer Rules…, CPA Firm Networking and Business Development Books, The Most Anticipated YA Books of December. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. A lot of the rules in this book are common sense that mothers or caregivers teach their children, but may have been forgotten along the way. If you’re in the customer service business (*hint-you are!) This is not a how-to, or a best-practices type book. *getAbstract is summarizing much more than books. This review of The Customer Rules by Lee Cockerell is part of a Magical Blogorail sponsored campaign.. Former Executive Vice President of Operations at Walt Disney World Resort, Lee Cockerell, shares his 39 Essential Rules for Delivering Sensational Service in his latest book The Customer Rules.And if you want more from Lee Cockerell check out his first book Creating The … Inspiring – You’ll want to put into practice what you’ve read immediately. by Crown Business. Rules: How to write a summary Find important facts, statements and ideas Leave all statistics, dates and names, quotations, details and comparisons, examples, opinions, and decorating expressions unless they are important for the understanding of the text. - Carl Sewell -- Chairman of Sewell Automotive Companies and author of the multi-million copy bestseller Customers For Life. Solid advice, probably heard before for sure, but collected in one place. The content is properly structured, straight to the point, sparkled with real-life stories. Book Summary & Analysis of: The Customer Rules. This complete summary of the ideas from Roger Blackwell and Kristina Stephan’s book “Customers Rule!” shows how the initial assumption that e-commerce would completely replace traditional business has come to an end – it is now clear that business success will henceforth depend on a … In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. And they were all from BookXcess so that's where I got my own copy, seeing that I have to write my company's SOP and thought it could help. Lee has a lifetime of experiences to share from some highly respected customer service driven organisations and has distilled it down into only 39 rules. About the Author Lee Cockerell is the author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney , among others. After all, what is a business but something providing goods and services to customers? Ok the reason why I got this book was because at my new workplace, my company shares the space with another. Engaging – You’ll read or watch this all the way through the end. I have a set of 7 Customer Service Principles I live by (and teach) and I was happy to see congruity between several. These are high-level concepts, or “rules” to remember when dealing with customers and employees. Buy the eBook The Customer Rules, The 39 essential rules for delivering sensational service by Lee Cockerell online from Australia's leading online eBook store. Everyone who works with customers should read this book but I would also recommend this book to anyone who is moving into a customer service job for the first time. It is essential reading for executives at alllevels—business owners, marketing managers, and … One of my favorite reads for anyone in customer service. I won't list all of them here - buy or borrow it. (I would have left off the definitive article, but I also didn't write the book.) Ex-Disney VP's 39 rules to keep business humming and customers happy. is a must-have book for companies beginning to focus or companies re-focusing on the experience of the customer.” DEBORAH SCHOONOVER, CUSTOMER SUCCESS MANAGER, FREUND CONTAINER & SUPPLY “If you worship at the altar of Customer Experience, these are your 52 weekly devotionals.” Trend forecaster C. Britt Beemer is founder and CEO of America’s Research Group, a national firm that conducted the studies used exclusively for this book. Whatever we select for our library has to excel in one or the other of these two core criteria: Enlightening – You’ll learn things that will inform and improve your decisions. Cockerell's Title plays on the words, but his subtitle entices: The 39 Essential Rules for Delivering Sensational Service. This is a classic customer service book. If companies and leaders would follow this advice their customers and business would be significantly better. Our rating helps you sort the titles on your reading list from adequate (5) to brilliant (10). Well structured – You’ll find this to be particularly well organized to support its reception or application. In service business, the rules to win customers' hearts is simple, treat them like your mother (as author mentioned in the book) Just imagine how you wish your mother to be treated then you know how you should do to your customers. A lot of what is also shared is how to be a good leader and trust your employees while continuing to invest in their development. In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. I won't list all of them here - buy or borrow it yourself! Refresh and try again. The authors drew from $300,000 of consumer research conducted exclusively for this project and enriched their findings by including many case studies of U.S. enterprises. “The Customer Rules is easy to read and understand, but profound in so many ways! This book was an easy read. Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. QUICK SUMMARY: The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the “Nordstrom” of Your Industry is about how Nordstrom set the standard for customer service in their industry by using their own customer-minded principles. I'm not on the support department, but I think it's important for everyone to know how best we can help the clients we're working with. Easily the best book on customer service that I’ve ever read. All in all a great book only down side is that after a while I lost my motivation to … The easy to read, quick tips make this book easy to digest. The Customer Rules The 39 Essential Rules for Delivering Sensational Service (Book) : Cockerell, Lee : Random House, Inc.The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. The Customer Rules The 39 Essential Rules for Delivering Sensational Service (Book) : Cockerell, Lee : The former executive vice president of Walt Disney World examines how to serve customers with consistency, efficiency, creativity, and sincerity There are a lot of good things about this book. For example, firms that tackle customer service as a collective imperative tend to outperform their competitors who consider it just a departmental activity. “Customer Experience Rules! Insider’s take – You’ll have the privilege of learning from someone who knows her or his topic inside-out. Asked by Pirawit T #1077914. so simple, so adaptable to any interaction with any sort of person. The setting for the book Rules includes the main character Catherine's house and neighborhood during the summer, as well as the occupational therapy clinic where Catherine's brother goes for therapy. The Customer Rules by Lee Cockerell, 9781781251225, available at Book Depository with free delivery worldwide.
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