Fantastic! 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. Eloquent – You’ll enjoy a masterfully written or presented text. 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. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. 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. One of my favorite reads for anyone in customer service. Refresh and try again. Lee's story telling also grabs your attention the whole way through. Each rule is simple and easy to follow, and each one has a specific reason for existing. Best wishes for 2013. Easily the best book on customer service that I’ve ever read. The Customer Rules : Lee Cockerell : 9781781251225 We use cookies to give you the best possible experience. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. 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. In 2009 it also won the Dorothy Canfield Fisher Children's Book Award. I bought this book to read as I thought it would give me some insights into providing better service at work. 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. There are great points highlighted in here that are great for customer service for ALL industries and ALL career positions. Although most of it is common sense - but as Voltaire said: "common sense is not so common". Each chapter is packed full of good ideas and examples of how those ideas have been implemented. Firms trying to reach out to their customers often collect bad information and misinterpret it. I won't list all of them here - buy or borrow it yourself! Your highlights will appear here. Use features like bookmarks, note taking and highlighting while reading The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. so simple, so adaptable to any interaction with any sort of person. All in all a great book only down side is that after a while I lost my motivation to … Overview – You’ll get a broad treatment of the subject matter, mentioning all its major aspects. The stack of books on his desk though still has the price tag on it. It is essential reading for executives at alllevels—business owners, marketing managers, and … That said, as a summary of the many simple and often overlooked "rules" to create great customer service, it's a reasonable read. Background – You’ll get contextual knowledge as a frame for informed action or analysis. I wish I could send this to myself about 12 years ago. 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. 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. Short and sweet and plenty of take aways. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. 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. Asked by Pirawit T #1077914. Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service. Engaging – You’ll read or watch this all the way through the end. - Carl Sewell -- Chairman of Sewell Automotive Companies and author of the multi-million copy bestseller Customers For Life. It is a Sunshine State Young Readers book for 2008–2009 and won A 2007 Schneider Family Book Award. Analytical – You’ll understand the inner workings of the subject matter. Many businesses readily acknowledge the importance of their clients, but few actually offer them great service. Let us know what’s wrong with this preview of, Published 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. 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 … is a clear guide forstrengthening customer relationships and competing on more thanprice. Publisher: John Wiley & Sons ISBN: 1118954823 Category: Business & Economics Page: 272 View: 744 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. 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. Guide to make you some wow factor with your clients. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. This complete summary of the ideas from Roger Blackwell and Kristina Stephan's book "Customers Rule!" The premise of this book is a list of 39 rules to follow in customer service. We rate each piece of content on a scale of 1–10 with regard to these two core criteria. 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. I have a set of 7 Customer Service Principles I live by (and teach) and I was happy to see congruity between several. 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. 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. 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. If companies and leaders would follow this advice their customers and business would be significantly better. What we say here about books applies to all formats we cover. Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. Easily the best book on customer service that I’ve ever read. 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. 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 … Rules is the debut novel by author Cynthia Lord.Released by Scholastic, Inc. in 2006, it was a Newbery Honor book in 2007. This was great. Definitely worth the read if you are looking for a way to brush up on your customer service skills. So regardless, it's great to have short, succinct review of common sense. At getAbstract, we summarize books* that help people understand the world and make it better. But I didn't want to ask him for one because he needs it more for his front-line people. Cockerell's Title plays on the words, but his subtitle entices: The 39 Essential Rules for Delivering Sensational Service. 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. C. Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. 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.” The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. 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. I have a set of 7 Customer Service Principles I live by (and teach) and I was happy to see congruity between several. Actually really enjoyed this book. But I didn't want to ask him for one because he needs it more for his front-line people. 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. 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. Here's what the ratings mean: Applicable – You’ll get advice that can be directly applied in the workplace or in everyday situations. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. A great way to brush up on the fundamentals. 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. Books we rate below 5 won’t be summarized. 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. 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. Ok the reason why I got this book was because at my new workplace, my company shares the space with another. The stack of books on his desk though still has the price tag on it. by Crown Business. 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. Author: Bill Price. ... Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. (I would have left off the definitive article, but I also didn't write the book.) This book summary/analysis offers readers: 39 rules to create sensational customer service – works for any company, group or non-profit. "The Customer Rules is easy to read and understand, but profound in so many ways! 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. Download eBooks from Booktopia today. A how-to … 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. 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. Solid advice, probably heard before for sure, but collected in one place. I wish Lee would hire a professional narrator vs narrating himself though. In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. These are high-level concepts, or “rules” to remember when dealing with customers and employees. This is not a how-to, or a best-practices type book. then this book is a must read. For experts – You’ll get the higher-level knowledge/instructions you need as an expert. Sometimes he gives them out to my colleagues. After all, what is a business but something providing goods and services to customers? Just a moment while we sign you in to your Goodreads account. These Rules rule. I won't list all of them here - buy or borrow it. There are no discussion topics on this book yet. This is a classic customer service book. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.The Customer Rules review. Fantastic! Inspiring – You’ll want to put into practice what you’ve read immediately. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. This is a short book about how to fulfill and exceed customer expectations. 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. 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. Comprehensive – You’ll find every aspect of the subject matter covered. If you’re in the customer service business (*hint-you are!) There are a lot of good things about this book. I would recommend this book to anyone who deals with customers! Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. I really enjoyed this book since I think customer service is a lost art form. Each rule is simple and easy to follow, and each one has a specific reason for existing. 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. Insider’s take – You’ll have the privilege of learning from someone who knows her or his topic inside-out. With a simple, elegant solution for driving lasting value forcustomers, Your Customer Rules! A must-read title for all entrepreneurs, team leaders & managers. Robert L. Shook is the author of many business books, five of which have appeared on The New York Times bestseller list. And they were all from BookXcess so that's where. shows how th… : Why the e-Commerce Honeymoon is Over and Where Winning Businesses Go From Here. The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Be well and remain amazed. Goodreads helps you keep track of books you want to read. His recent books include Longaberger and The Pep Talk. 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. It’s a mindset you’ll need to adopt to create a customer-focused environment inside your business. "-Al Weiss, Former President, Disney Parks and Resorts,Worldwide “I don’t know many people who know more about customer service than Lee Cockerell. Summary Themes We look at every kind of content that may matter to our audience: books, but also articles, reports, videos and podcasts. To see what your friends thought of this book, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. 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. *getAbstract is summarizing much more than books. Each chapter of this guide is devoted to one of the 14 traits of great service providers. I liked all the examples that Lee used to demonstrate his points. 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