| 商家名称 | 信用等级 | 购买信息 | 订购本书 |
 |
 |
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service |  |
 |
|
The Customer Rules: The 39 Essential Rules for Delivering Sensational Service | |
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+ 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 front line 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.
网友对The Customer Rules: The 39 Essential Rules for Delivering Sensational Service的评论
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.
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.
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.
This book effectively provides information and tips for customer service. Anyone who is in the service industry should buy and read this book! Its a very easy read, its humorous, and it can give you insight that will make you cutting edge in your industry. Most nonfiction books for customer service can be dull and hard to get through, but this one will make you want to read even more of its rules for excellent service. The book is not too short and not too long, just perfect!
Purchased this book as a read for myself, being a manager, I've begun using it for staff meetings to help coach my staff. Would recommend this book for anyone in customer service.
喜欢The Customer Rules: The 39 Essential Rules for Delivering Sensational Service请与您的朋友分享,由于版权原因，读书人网不提供图书下载服务
