Delivering Sensational Service: 39 Essential Rules for Customer Satisfaction

TheWildBoy: This book is full of common sense advice that is not so common these days.

I loved all the chapters!

United States on Jul 06, 2022

Roberto: buy it and learn

Germany on Dec 19, 2020

Nicolò J.: Ho comprato questo libro due anni fa.
Non conoscendo l'autore all'epoca e basandomi solo sul prezzo ridicolmente basso (3 euro tipo) pensavo fosse un libretto da niente, malgrado le recensioni positive presenti su amazon.com .
L'altro giorno ho deciso di leggerlo, avendolo ritrovato nella libreria dopo una serata passata a documentarmi sulla "customer experience", e ne sono rimasto piacevolmente sorpreso.

Lee Cockerell non è un signor nessuno, ha ricoperto posizioni di rilievo presso Hilton, Marriott e, last but not least come dicono gli inglesi, Disney. E diciamolo, Disney - sia il Signor Walt che la compagnia - è un colosso con un successo economico meritato, perchè hanno capito che l'esperienza dell'acquisto, del "prodotto" è importante tanto quanto se non addirittura di più del prodotto.

L'autore condivide queste regole, in un inglese semplice a mio parere quindi adatto anche a chi non lo mastica come un madrelingua, che per quanto possano apparire basilari, se non addirittura palesi da sembrare inutile addirittura farne un libro, per me han rappresentato fonte inaspettata di buoni consigli e ottimi spunti.
Io sono un semplice imprenditore di...

Italy on May 03, 2018

Amazon Customer: Excellent book. After i read it I took this book to work and left it lying around so my team could puruse it at their will. Some take the bait others dont. Signifies to me who will be a leader and who will not.

Canada on Feb 03, 2018

Andrew Sánchez: Lee Cockerell es el autor de este libro y además estuvo a cargo de las operaciones del parque Walt Disney World, por lo que este libro es muy útil para cualquier persona encargada de una empresa.
El servicio Amazon fue excelente.

Mexico on Jan 23, 2018

Lukasz: I don’t leave many reviews, as a matter of fact I don’t leave reviews at all, but I just finished this book and I’m so impressed I couldn’t not give five stars.

It is simple and fast read (appreciate those being a foreigner), each chapter is concise with the great life examples. This book should be a part of onboarding packet for each employee , irrespective of industry. Great material!

United States on Dec 06, 2017

Amazon Customer: I have to tell that it was one of the most perfect books I have ever read, along with " Disney - Creating Magic ". Now my " bible " for Customer Service on its best. I have a profound and eternal admiration for Walt Disney and Walt Disney Corporation. Now I learnt that the secret is in Great People and Great Leadership. Thank you so much dear Lee...

United Kingdom on Jul 19, 2017

Stan Stinson: If you interact with other human beings you can benefit from the principles Lee Cockerell lays out in this book. If your business involves interacting and meeting and then exceeding your customers' or guests' expectations then the principles in this book will help you achieve that goal and enhance your bottom line at the same time. Even if you are an IT Project Manager like me you can learn and be reminded of the common sense rules of human nature and how they can be applied in whatever business you are in.

I recommend you follow Rule #40 and get your copy today!

United States on Jul 17, 2017

Diane R. Dittmar: This book is so good it made me want to send it to my home office. Lots of gems. Sometimes we need to be reminded of some of the things in here. Be nice. Simple, but so hard to find. I've always said to the people I interview,"I look for nice. I can train you on the skills you need, but I can't train "nice"." It's either there or it's not. Most of the lessons in here are things people who have worked with the public for a long time already know. But people who are new to the customer service field can use this book to gain some experience the easy way instead of having to learn everything the hard way.

United States on Jun 22, 2014

Jeff L. Noel: 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.

United States on Aug 16, 2013