The Customer Rules
The 39 Essential Rules for Delivering Sensational Service
What's it about
Ready to turn every customer interaction into a raving review? Learn the secrets to creating unforgettable customer experiences that build fierce loyalty and drive your business forward. Discover how to make everyone, from frontline staff to top-level managers, a master of sensational service. This summary unpacks the 39 essential rules for customer service excellence from a former Disney executive. You'll get practical, step-by-step guidance on everything from listening actively and handling complaints with grace to empowering your team to go the extra mile. Start building a legendary service culture today.
Meet the author
Lee Cockerell is the former Executive Vice President of Operations for the Walt Disney World Resort, where he led a team of 40,000 Cast Members and oversaw operations for 20 resort hotels, four theme parks, and two water parks. Drawing on his decades of leadership experience with global brands like Hilton and Marriott, he developed the renowned customer service strategies that transformed the Disney guest experience. His insights come directly from the front lines of creating magical, memorable moments for millions of people.
What's it about
Ready to turn every customer interaction into a raving review? Learn the secrets to creating unforgettable customer experiences that build fierce loyalty and drive your business forward. Discover how to make everyone, from frontline staff to top-level managers, a master of sensational service. This summary unpacks the 39 essential rules for customer service excellence from a former Disney executive. You'll get practical, step-by-step guidance on everything from listening actively and handling complaints with grace to empowering your team to go the extra mile. Start building a legendary service culture today.
Meet the author
Lee Cockerell is the former Executive Vice President of Operations for the Walt Disney World Resort, where he led a team of 40,000 Cast Members and oversaw operations for 20 resort hotels, four theme parks, and two water parks. Drawing on his decades of leadership experience with global brands like Hilton and Marriott, he developed the renowned customer service strategies that transformed the Disney guest experience. His insights come directly from the front lines of creating magical, memorable moments for millions of people.
The Script
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