The customer rules : the 39 essential rules for delivering sensational service / Lee Cockerell.
| Author/creator | Cockerell, Lee author. |
| Format | Book |
| Edition | First edition. |
| Publication | New York : Crown Business, [2013] |
| Description | xiv, 189 pages ; 20 cm |
| Supplemental Content | http://www.crownpublishing.com |
| Subjects |
| Contents | Customer service is not a department -- You win customers one at a time and lose them a thousand at a time -- Great service follows the law of gravity -- Don't get bored with the basics -- Ask yourself, "What would mom do?" -- Be an ecologist -- Look sharp -- Always act like a professional -- Hire the best cast -- Be your own Shakespeare -- Become an expert at creating experts -- Rehearse, rehearse, rehearse -- Expect more to get more -- Treat customers the way you'd treat your loved ones -- Be like a bee -- Know the truth, the whole truth, and nothing but the truth -- Listen up -- Be a copycat -- Fish where the fishermen ain't -- Be a wordsmith--language matters -- Make yourself available -- Always be the giving one -- If they say they want horses, give them a motorcar -- Don't just make promises, make guarantees -- Treat every customer like a regular -- Serve to win -- Make ASAP your standard deadline -- Know the difference between needs and wants -- Have a geek on your team -- Be relentless about details -- Be reliable -- Don't give the responsibility without the authority -- Never, ever argue with a customer -- Never say no--except "No problem" -- Be flexible -- Apologize like you really mean it -- Surprise them with something extra -- Keep doing it better -- Don't try too hard. |
| Abstract | The former executive vice president of Walt Disney World examines how to serve customers with consistency, efficiency, creativity, and sincerity. |
| General note | Includes index. |
| Genre/form | Nonfiction. |
| LCCN | 2013000067 |
| ISBN | 9780770435608 (hc ; alk. paper) |
| ISBN | 0770435602 (hc ; alk. paper) |
| ISBN | (ebk.) |
| ISBN | 0770435610 |
| ISBN | 9780770435615 |
| Standard identifier# | 9780770435608 51999 |
| Stock number | Random House Inc, Attn Order Entry 400 Hahn rd, Westminster, MD, USA, 21157 SAN 201-3975 |