The Customer Rules:  The 39 Essential Rules for Delivering Sensational Service
By: Lee Cockerell

Head: (3 out of 5)
Heart: (5 out of 5)
Leadership Applicability: (4 out of 5)

All businesses, large and small, need more than great products or services to thrive. Customers are essential for survival, and employees must deliver exceptional customer service so those customers turn into raving fans and come back for more.

The author of this book, a former Executive Vice President of Operations for the Walt Disney World® Resort, knows a thing or two about customer service.  He outlines 39 simple but profound customer service concepts in short chapters, making it easy for leaders, front line managers and all employees to put them into practice right away.

Some of our favorites:

• Rule #1: Customer Service is Not a Department.  In other words, customer service is the responsibility of all!
• Rule #5: Ask Yourself, “What Would Mom Do?” In work as in life, try to follow the lessons your mom taught and make her proud.
• Rule #29: Have a Geek on Your Team. Technology enthusiasts can innovate to improve customer service.
• Rule #36: Apologize Like You Mean It.  How “I’m sorry” is said means more than the words itself.

Leaders interested in creating magic in everyday interactions with customers will want to read this book.  Buy it now.

Want more?  Sign up for Wise Talk with Sue Bethanis and Lee Cockerell on December 15th at 2pm PT. Lee will share more insights on customer expectations as well as indispensable tips for creating magic in your interactions with customers to win them over and keep them.