The customer rules
Subtitle: the 39 essential rules for delivering sensational service
By: Lee Cockerell
Publisher: Profile Books; Profile Books Limited
Published: 2013
Place of publication: London
Language: eng
Number of pages: 189
ISBN-13: 9781781251225; 9781847659781
Subjects: Customer services; Customer relations
Description: The former executive vice president of Walt Disney World examines how to serve customers with consistency, efficiency, creativity, and sincerity.
Notes: Includes index.
Table of contents: title: Customer service is not a department; title: You win customers one at a time and lose them a thousand at a time; title: Great service follows the law of gravity; title: Don't get bored with the basics; title: Ask yourself, "What would mom do?"; title: Be an ecologist; title: Look sharp; title: Always act like a professional; title: Hire the best cast; title: Be your own Shakespeare; title: Become an expert at creating experts; title: Rehearse, rehearse, rehearse; title: Expect more to get more; title: Treat customers the way you'd treat your loved ones; title: Be like a bee; title: Know the truth, the whole truth, and nothing but the truth; title: Listen up; title: Be a copycat; title: Fish where the fishermen ain't; title: Be a wordsmith; title: language matters; title: Make yourself available; title: Always be the giving one; title: If they say they want horses, give them a motorcar; title: Don't just make promises, make guarantees; title: Treat every customer like a regular; title: Serve to win; title: Make ASAP your standard deadline; title: Know the difference between needs and wants; title: Have a geek on your team; title: Be relentless about details; title: Be reliable; title: Don't give the responsibility without the authority; title: Never, ever argue with a customer; title: Never say no; title: except "No problem"; title: Be flexible; title: Apologize like you really mean it; title: Surprise them with something extra; title: Keep doing it better; title: Don't try too hard.