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

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Availability: In Stock.
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Arrives Wednesday, Sep 25
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Item Weight : 10.1 ounces


ISBN-10 : 0770435602


ISBN-13 : 08


Dimensions : 5.27 x 0.79 x 7.78 inches


Publisher : Currency; 1st edition (January 1, 2013)


Hardcover : 208 pages


Language: English


Best Sellers Rank: #112,281 in Books (See Top 100 in Books) #143 in Customer Relations (Books) #402 in Sales & Selling (Books) #1,261 in Business Management (Books)


#143 in Customer Relations (Books):


#402 in Sales & Selling (Books):


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Top Amazon Reviews

    • Subjective anecdotes for success
The only data points for these rules is that the author utilized them throughout his career. Some are very good to keep in mind, but others are so so. None get any sort of baseline comparison for what actually leaves the customer off in a better state quantitatively. Everything in this book is subjective and largely from a singular viewpoint. ... show more
Reviewed in the United States on April 11, 2019 by J. S. Lawder
    • Great advice for setting the right culture
This book is a great resource if you want to learn how to improve customer satisfaction or even train your staff in the non technical aspects of this matter.lots of examples, great experience and ideas on how to change the culture or mindset of your whole company.
Reviewed in the United States on September 8, 2015 by Oscar Rodriguez Gomez
    • Excellent!
Having been in customer service type businesses since I was 16, it was so refreshing to read a book with awesome and doable ideas to make service so much better for my customers!
Reviewed in the United States on January 3, 2020 by Karen Whooley
    • Sooner you start the sooner you'll reap the rewards
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. They sound so simple but guess its messy and hard to get them constantly adhered to by everyone. They are not only essential but should form the solid foundation for a customer service driven organisation. The sooner you adopt them the sooner you will see the results. ... show more
Reviewed in the United States on September 23, 2017 by Rick Yvanovich FCMA CGMA FCPA MSc CCMP CMC
    • Customer Service Bible
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! ... show more
Reviewed in the United States on December 6, 2017 by Lukasz
    • My boss asked me to purchase the CR book for a assignment at work and this book turn out to be one of the best book that I have
The Customer Rules. My boss asked me to purchase the CR book for a assignment at work and this book turn out to be one of the best book that I have read... The book just didn't thought me to complete my assignment, help me to understood the basic of understanding my rights as a customer.
Reviewed in the United States on March 1, 2016 by Sherwin Liverpool
    • If You Want to Create Your Own Brand of "Disney" Magic
While I don't agree 100% that the customer is always right (I'm around 95%), this book is chock full of great advice for making sure your customers are happy enough to not only come back, but also bring more people with them. Sometimes customers just ask for things that will lead to the destruction of your business model. Mr. Cockerell's experience with Disney should not be discounted. Everyone around the world knows Disney, and replicating that kind of global success should be your goal. ... show more
Reviewed in the United States on December 22, 2013 by Rockets Red Glare
    • The only Customer Service book you'll ever need.
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. ... show more
Reviewed in the United States on August 16, 2013 by Jeff L. Noel

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