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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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What listeners say about The Customer Rules

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Lee is a true professional

You can’t go wrong with Lee. He has a tremendous amount of real life experience working with real life customers. I’ve all of Lee’s books and was never disappointed.
Highly recommend!

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A great help!

I appreciate that the author has done the narrating for the audiobook. He has provided me with some great information that I will endeavour to use in my life!

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Outstanding

As a company director I am passionate about customer delivery and giving the best service possible. This book is everything you need to understand, and then improve upon, the importance of good customer service. Expertly written and superbly delivered, I cannot recommend this audio-book highly enough. Highly Inspirational

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Terrific tips and advice.

wonderful advice on delivering customer service and maintaining standards. Can be applied to any role

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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.

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  • Anonymous User
  • 30-08-18

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!

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  • Ryan Millar
  • 09-09-15

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.

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  • Tiffany
  • 21-10-20

Great tips I never thought about!

I'm one of those persons who have worked with customers but never get why I should go above and beyond basic service. This book has transformed my perspective 360°. The tips shared here are simple, practical and will make life easier for you and keep your customers coming back. I'm a healthcare professional and
this has helped me alot in how to treat people better.

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  • John Cantu
  • 05-01-19

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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  • francis
  • 13-04-15

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!

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  • Peter
  • 01-12-21

Amazing!

This was incredible and I am going to listen to this once a month. Lee is the best!!!

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  • F. Young
  • 30-08-21

Great as always.

I have been read practically every book about Walt Disney and how he guided the Disney empire during his lifetime. Lee Cockerell’s books are a great addition to the those other books. I have listened to this audiobook twice now and new things come up each time. I have read Creating Magic cover to cover twice and I have referred back to it many many times as a solid resource for information. You cannot go wrong with immersing yourself in his books!!!

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  • Mike Blackstone
  • 20-06-21

Making Customers The Top Priority

A well written guide to taking your team to top levels in customer service. Thank you Lee for making the world a better place. Your advice is timeless.

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  • Ryan Barthels
  • 29-03-21

Author narrates

Love when the author narrates their book! Great points! I'll be listening to this again.

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  • Austin Lohre
  • 14-01-21

CUSTOMER SERVICE TO THE T

I was required to read this for an interview and honestly Lee couldn't have written it better. Everything in here is the utmost best CUSTOMER SERVICE TO THE T. I've had quite the multitude of job experiences, negative and positive. Hearing Lee cockerells story ans years of experience amazes me and shows me that I have so much more to encounter and apply to my customer service as a whole. im quite picky on what I read but this was quite the pleasant surprise!