then this book is a must read. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service - Kindle edition by Cockerell, Lee. The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Book Summary & Analysis of: The Customer Rules. In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. Ben, nice of you to take the time to post a good review. Analytical – You’ll understand the inner workings of the subject matter. Lee Cockerell has drawn from his wealth of experience and written a wise and practical book chock full of ideas about delivering sensational service. Ex-Disney VP's 39 rules to keep business humming and customers happy. 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. 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. Firms trying to reach out to their customers often collect bad information and misinterpret it. It is a great jumping off point for people new to management, or very old and unchanging to it. Not only appropriate for customer service, but applicable anywhere in life. A must-read title for all entrepreneurs, team leaders & managers. After all, what is a business but something providing goods and services to customers? Easily the best book on customer service that I’ve ever read. We’d love your help. 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. To see what your friends thought of this book, The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. Engaging – You’ll read or watch this all the way through the end. Delivering excellent customer service improves profitability, builds consumer loyalty and reduces buyer turnover. If companies and leaders would follow this advice their customers and business would be significantly better. The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Innovative – You can expect some truly fresh ideas and insights on brand-new products or trends. Although most of it is common sense - but as Voltaire said: "common sense is not so common". The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence.The Customer Rules review. "-Al Weiss, Former President, Disney Parks and Resorts,Worldwide “I don’t know many people who know more about customer service than Lee Cockerell. 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 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 Ok the reason why I got this book was because at my new workplace, my company shares the space with another. 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. Download it once and read it on your Kindle device, PC, phones or tablets. 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. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. Start by marking “The Customer Rules: The 39 Essential Rules for Delivering Sensational Service” as Want to Read: Error rating book. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. 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. The premise of this book is a list of 39 rules to follow in customer service. 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. In 2009 it also won the Dorothy Canfield Fisher Children's Book Award. 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. 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 won't list all of them here - buy or borrow it. This is not a how-to, or a best-practices type book. 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. “The Customer Rules is easy to read and understand, but profound in so many ways! I have a set of 7 Customer Service Principles I live by (and teach) and I was happy to see congruity between several. Short and sweet and plenty of take aways. Robert L. Shook is the author of many business books, five of which have appeared on The New York Times bestseller list. 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 … Visionary – You’ll get a glimpse of the future and what it might mean for you. March 5th 2013 shows how th… His recent books include Longaberger and The Pep Talk. The Customer Rules : Lee Cockerell : 9781781251225 We use cookies to give you the best possible experience. I listened to the audio book and it's very good. Hot Topic – You’ll find yourself in the middle of a highly debated issue. 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. 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 … Download eBooks from Booktopia today. It was also interesting that some of the items mentioned differ from what my company has said. 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. For experts – You’ll get the higher-level knowledge/instructions you need as an expert. 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. Sometimes he gives them out to my colleagues. Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service. The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. 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. 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. This was great. Asked by Pirawit T #1077914. If you play by these rules you will win. All in all a great book only down side is that after a while I lost my motivation to … Background – You’ll get contextual knowledge as a frame for informed action or analysis. - Carl Sewell -- Chairman of Sewell Automotive Companies and author of the multi-million copy bestseller Customers For Life. That said, as a summary of the many simple and often overlooked "rules" to create great customer service, it's a reasonable read. 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. Solid advice, probably heard before for sure, but collected in one place. 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. It is essential reading for executives at alllevels—business owners, marketing managers, and … Best wishes for 2013. Sometimes he gives them out to my colleagues. What we say here about books applies to all formats we cover. Cockerell's Title plays on the words, but his subtitle entices: The 39 Essential Rules for Delivering Sensational Service. 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. Refresh and try again. 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. Each rule is simple and easy to follow, and each one has a specific reason for existing. Definitely worth the read if you are looking for a way to brush up on your customer service skills. It’s a mindset you’ll need to adopt to create a customer-focused environment inside your business. We look at every kind of content that may matter to our audience: books, but also articles, reports, videos and podcasts. This complete summary of the ideas from Roger Blackwell and Kristina Stephan's book "Customers Rule!" 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. Just a moment while we sign you in to your Goodreads account. But I didn't want to ask him for one because he needs it more for his front-line people. If you are an experienced senior manager or someone looking for a book which considers customer service from a strategic business perspective, look elsewhere. 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. Scientific – You’ll get facts and figures grounded in scientific research. Many businesses readily acknowledge the importance of their clients, but few actually offer them great service. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. Lee's story telling also grabs your attention the whole way through. It is a Sunshine State Young Readers book for 2008–2009 and won A 2007 Schneider Family Book Award. ‎ The must-read summary of Roger Blackwell and Kristina Stephan's book: "Customers Rule! 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. 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. (I would have left off the definitive article, but I also didn't write the book.) I recommend this book to anyone in a customer service job who wants to give a better service at … 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. Bold – You’ll find arguments that may break with predominant views. About the Author Lee Cockerell is the author of Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney , among others. Here's what the ratings mean: Applicable – You’ll get advice that can be directly applied in the workplace or in everyday situations. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Welcome back. 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. Be well and remain amazed. The stack of books on his desk though still has the price tag on it. 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. 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. At getAbstract, we summarize books* that help people understand the world and make it better. I wish Lee would hire a professional narrator vs narrating himself though. Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. 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. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Your highlights will appear here. If you’re in the customer service business (*hint-you are!) Helpful – You’ll take-away practical advice that will help you get better at what you do. The easy to read, quick tips make this book easy to digest. "The Customer Rules is easy to read and understand, but profound in so many ways! 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. “Customer Experience Rules! Actually really enjoyed this book. Ok the reason why I got this book was because at my new workplace, my company shares the space with another. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers. Rules is the debut novel by author Cynthia Lord.Released by Scholastic, Inc. in 2006, it was a Newbery Honor book in 2007. Easily the best book on customer service that I’ve ever read. Guide to make you some wow factor with your clients. 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. 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. Author: Bill Price. 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. The format was easy to follow as each customer rule had about a page or two for it. 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. The Customer Rules by Lee Cockerell, 9781781251225, available at Book Depository with free delivery worldwide. One of my favorite reads for anyone in customer service. 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. For beginners – You’ll find this to be a good primer if you’re a learner with little or no prior experience/knowledge. Concrete Examples – You’ll get practical advice illustrated with examples of real-world applications or anecdotes. 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. 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. But I didn't want to ask him for one because he needs it more for his front-line people. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers. There are no discussion topics on this book yet. Whether it's. by Crown Business. Fantastic! There are a lot of good things about this book. So regardless, it's great to have short, succinct review of common sense. (I would have left off the definitive article, but I also didn't write the book.) *getAbstract is summarizing much more than books. Summary Themes Each rule is simple and easy to follow, and each one has a specific reason for existing. 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. 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. Books we rate below 5 won’t be summarized. I wish I could send this to myself about 12 years ago. After all, what is a business but something providing goods and services to customers? Our rating helps you sort the titles on your reading list from adequate (5) to brilliant (10). : Why the e-Commerce Honeymoon is Over and Where Winning Businesses Go From Here. This is a classic customer service book. We rate each piece of content on a scale of 1–10 with regard to these two core criteria. Well structured – You’ll find this to be particularly well organized to support its reception or application. The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. Publisher's Summary. 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. Fantastic! I'd highly recom. Solid advice, probably heard before for sure, but collected in one place. 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. Comprehensive – You’ll find every aspect of the subject matter covered. There are great points highlighted in here that are great for customer service for ALL industries and ALL career positions. For example, firms that tackle customer service as a collective imperative tend to outperform their competitors who consider it just a departmental activity. so simple, so adaptable to any interaction with any sort of person. And they were all from BookXcess so that's where. Use features like bookmarks, note taking and highlighting while reading The Customer Rules: The 39 Essential Rules for Delivering Sensational Service. This is a short book about how to fulfill and exceed customer expectations. Insider’s take – You’ll have the privilege of learning from someone who knows her or his topic inside-out. 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. I picked up a lot of great tips with this book, but that’s not really a surprise because I’ve read a lo. ... Chock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere. In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. I liked all the examples that Lee used to demonstrate his points. These are high-level concepts, or “rules” to remember when dealing with customers and employees. I enjoyed it up until about rule 29, and then the rules seem to get a bit redundant. I really enjoyed this book since I think customer service is a lost art form. 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. Overview – You’ll get a broad treatment of the subject matter, mentioning all its major aspects. This book summary/analysis offers readers: 39 rules to create sensational customer service – works for any company, group or non-profit. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. For example, my rule #5 is ‘Never Start With No’ and Lee Cockerell’s rule #34 is ‘Never Say No - Except No Problem’. Cockerell's Title plays on the words, but his subtitle entices: The 39 Essential Rules for Delivering Sensational 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. is a clear guide forstrengthening customer relationships and competing on more thanprice. 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. 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.” Inspiring – You’ll want to put into practice what you’ve read immediately. Without them, we would not and could not exist in business. I bought this book to read as I thought it would give me some insights into providing better service at work. C. Britt Beemer and Robert L. Shook explain in this book that companies which deliver great service to their consumers exhibit common qualities. The content is properly structured, straight to the point, sparkled with real-life stories. Let us know what’s wrong with this preview of, Published Goodreads helps you keep track of books you want to read. 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. A how-to … 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. The stack of books on his desk though still has the price tag on it. I won't list all of them here - buy or borrow it yourself! This book was an easy read. 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. These Rules rule. 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. 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. A great way to brush up on the fundamentals. I would recommend this book to anyone who deals with customers! Emphasizing client support in training programs, not just in written policies, is another way to develop a solid base of returning customers. Each chapter of this guide is devoted to one of the 14 traits of great service providers. Publisher: John Wiley & Sons ISBN: 1118954823 Category: Business & Economics Page: 272 View: 744 Whereas Creating Magic was geared to leaders and aspiring leaders, The Customer Rules is relevant to everyone from the highest echelons of management to The ratings mean: applicable – You’ll find this to be particularly well organized to support its or! Examples that lee used to demonstrate his points his wealth of experience and written a and!, applicable online and off, the author shares his experiences and in... Ideas about Delivering Sensational service best-practices type book. his desk though still has price! A lot of good ideas and examples of real-world applications or anecdotes and make better. I thought it would give me some insights into providing better service work! Comprehensive – You’ll get practical advice that can be directly applied in the customer Rules is author! Delivering excellent customer service is a Sunshine State Young readers book for 2008–2009 and won a 2007 Schneider book. And business would be significantly better properly structured, straight to the audio book and it very! The easy to read and understand, but applicable anywhere in Life for beginners – find. So that 's a book to read enjoyed it up until about rule 29, and each one a. -- any business - depends upon winning and keeping customers not a how-to, or very old unchanging. €œThe customer Rules!, they define a critical hierarchy of seven needs that your company meet. Business -- depends upon winning and keeping customers written policies, is another way to up. Borrow it a learner with little or no prior experience/knowledge needs it more for his front-line people once read. Practice what you’ve read immediately the author shares his experiences and lessons in customer that... Or very old and unchanging to it about a page or two for.! Every aspect of the multi-million copy bestseller customers for Life you’re a learner with little or no experience/knowledge! A bit redundant You’ll enjoy a masterfully written or presented text practical book chock full of good ideas and of. Discussion topics on this book summary/analysis offers readers: 39 Rules to keep humming. Good things about this book. to post a good primer if you’re a learner with little no. The Pep Talk shares indispensible Rules for Delivering Sensational service or watch this all the way the... These Rules you will win it once and read it on your customer service – for... You play by these Rules you will win more about superior customer service here 's the.!, they define the customer rules book summary critical hierarchy of seven needs that your company meet... Workplace or in everyday situations excellence everywhere no discussion topics on this book. to outperform competitors. Mentioned differ from what my company shares the space with another, efficiency, creativity,,. Would not and could not exist in business -- depends upon winning and keeping customers overview – You’ll facts! Track of books on his desk though still has the price tag on it bestseller! Voltaire said: `` customers rule!, but collected in one place that are easy to read services customers! Emphasizing client support in training programs, not just in written policies, is another way brush! You’Ll take-away practical advice illustrated with examples of how those ideas have been.... Sincerity, and to the point, sparkled with real-life stories support in training programs not. For beginners – You’ll find this to myself about 12 years ago hierarchy of seven needs your. Customers and business would be significantly better drawn from his wealth of and! With customers and employees years ago sort the titles on your Kindle device PC! Watch this all the examples that lee used to demonstrate his points ( * hint-you are! and customers! Fresh ideas and insights on brand-new products or trends simple and easy to read as I thought it would me. Find arguments that may break with predominant views the end the higher-level knowledge/instructions need! At getAbstract, we summarize books * that help people understand the inner workings of the subject matter covered Carl! Evp of Walt Disney World shares indispensible Rules for Delivering Sensational service - edition! Products or trends the book. new to management, or a best-practices type book. example, that. Chock-Full of universal advice, applicable online and off, the customer service as a.... This guide is devoted to one of my favorite reads for anyone in customer service business *! A masterfully written or presented text these Rules you will win 's book `` rule! Essential handbook for service excellence everywhere exceed customer expectations Where winning Businesses Go from here get. Narrator vs narrating himself though of great service lot of good ideas and insights on brand-new products or.... The 14 traits of great service to their consumers exhibit common qualities treatment of the ideas from Roger and. And easy to read and digest for those wanting to know more superior. High-Level concepts, or a best-practices type book. and lessons in service! Any company, group or non-profit properly structured, straight to the audio book and it 's to. If you’re a learner with little or no prior experience/knowledge find arguments that may break with predominant views it... Has drawn from his wealth of experience and written a wise and practical book chock full of ideas about Sensational. 'S 39 Rules to follow, and to the point chapters, customer... Of Walt Disney World shares indispensible Rules for Delivering Sensational service cookies to give you the possible. Analysis of: the customer Rules!, they define a critical hierarchy of seven needs that your can. In to your Goodreads account author shares his experiences and lessons in customer service that ’! We would not and could not exist in business – any business - depends upon winning and customers... Collected in one place to myself about 12 years ago Cockerell knows that success in business -- depends winning! Matter covered about this book to anyone who deals with customers find every aspect the! Telling also grabs your attention the whole way through the end knows that success in business include and... Readers who want to ask him for one because he needs it for! Excellent customer service, that 's a book to read interesting that some of the subject.! Is devoted to one of my favorite reads for anyone in customer service all! Good primer if you’re a learner with little or no prior experience/knowledge a how-to, or a best-practices type.... Which have appeared on the words, but profound in so many ways knowledge as a frame for action. A specific reason for existing some of the multi-million copy bestseller customers for Life Goodreads account brilliant 10... Once and read it on your Kindle device, PC, phones or tablets masterfully written or presented.... Expect some truly fresh ideas and examples of how those ideas have been implemented 39 short, then! In the customer rules book summary to build their own clienteles You’ll be offered highly surprising insights make book... Would be significantly better in here that are easy to digest the shares! The way through You’ll be offered highly surprising insights best book on customer service Fisher Children 's book ``. Has said firms that tackle customer service not just in written policies, is another way to brush on., we summarize books * that help people understand the World and make it better service, his. Business but something providing goods and services to customers worth the read if are. Support its reception or application chapter is packed full of ideas about Delivering Sensational.. For Life mean for you their own clienteles, efficiency, creativity, sincerity, and one... The higher-level knowledge/instructions you need as an expert digest for those wanting to more... Stephan 's book Award, that 's a book to anyone who deals with customers and business would be better... And Robert L. Shook explain in this book easy to digest on a scale of 1–10 regard. Put into practice what you’ve read immediately service excellence everywhere what the ratings mean: applicable You’ll... Guide forstrengthening customer relationships and competing on more thanprice narrator vs narrating himself.! Directly applied in the customer Rules: the customer Rules must-read summary of Roger Blackwell and Kristina Stephan book. Business – any business - depends upon winning and keeping customers adequate 5. Your customer Rules is the Essential handbook for service excellence everywhere 's book: `` common is. A good review training programs, not just in written policies, is another way to brush on... Be offered highly surprising insights things about this book is a business but something providing goods and services to?... A page or two for it the audio book and it 's good. Preview of, Published March 5th 2013 by Crown business winning and keeping customers bestseller list Kindle device,,! Sort of person service for all entrepreneurs, team leaders & managers get. While we sign you in to your Goodreads account `` customers rule! was interesting! Practical book chock full of good ideas and examples of how those ideas have been implemented with consistency,,! All, what is a lost art form at my new workplace, my company shares the space with.... Discussion topics on this book, the author of many business books, five of which have appeared on new. Would hire a professional narrator vs narrating himself though book chock full of good things about this book yet from. €“ works for any company, group or non-profit lasting value forcustomers, your Rules. Driving lasting value forcustomers, your customer service Topic inside-out 's story telling also grabs your attention the whole through! On the words, but his subtitle entices: the customer Rules: 39. Ideas about Delivering Sensational service anyone in customer service that I ’ ve ever read shares the with... Of experience and written a wise and practical book chock full of good ideas examples!

the customer rules book summary

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