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The Customer Rules: The 39 Essential Rules for Delivering Sensational Service
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The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

4.05  ·  Rating details ·  391 Ratings  ·  56 Reviews
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 hospitalit
ebook, 208 pages
Published March 5th 2013 by Crown Business (first published January 1st 2013)
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Taylor Ellwood
May 16, 2013 rated it it was amazing  ·  review of another edition
Shelves: business
In 39 short, and to the point chapters, the author shares his experiences and lessons in customer service. Each chapter is packed full of good ideas and examples of how those ideas have been implemented. The author draws on not only his experience at Disney, but more importantly his experience as a customer to illustrate the rules of customer service. A lot of what is also shared is how to be a good leader and trust your employees while continuing to invest in their development. I'd highly recom ...more
Mar 20, 2016 rated it really liked it  ·  review of another edition
Short and sweet and plenty of take aways.
Surya Kumar
Sep 02, 2015 rated it really liked it  ·  review of another edition
Guide to make you some wow factor with your clients.
Daniel Butcher
Jan 23, 2017 rated it it was amazing  ·  review of another edition
Shelves: disney-history

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service by Lee Cockerell presents the former Disney executive's thoughts on providing excellent customer service. Cockerell provides 39 separate short chapters that are easy to read and digest for those wanting to know more about superior customer service. Cockerell's chapters generally focus on relationship building, preparation, and going beyond expectations. In many ways his guidance aligns with his gr
Shalynne Barr
Apr 20, 2013 rated it really liked it  ·  review of another edition
This book was an easy read. The format was easy to follow as each customer rule had about a page or two for it. I liked all the examples that Lee used to demonstrate his points. I learned quite a bit and was reminded of things that I am not doing but should be when it comes to dealing with my own customers. Everyone who works with customers should read this book but I would also recommend this book to anyone who is moving into a customer service job for the first time.
Amanda Paulin
Mar 23, 2016 rated it it was amazing  ·  review of another edition
One of my favorite reads for anyone in customer service. The easy to read, quick tips make this book easy to digest. Lee's story telling also grabs your attention the whole way through. I would recommend this book to anyone who deals with customers!
Chris Goodbread
Jun 29, 2017 rated it it was amazing  ·  review of another edition
I loved this book.

The writer was the head of WDW operations from 1990-2006, which is what I would call the Golden Years of Disney. I moved to Florida in 1989, and nearly every year we would take multiple visits to Disney World, I tell people I was raised “Mousecatarian” as we usually went on Sundays instead of Church. During these years and growing up around the amazing customer service that Lee had in place, I learned hospitality from all of the adults surrounding me, I even made friend with so
Stan Stinson
Jul 16, 2017 rated it really liked it  ·  review of another edition
Rule #40 - Read this book

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 app
Rick Yvanovich
Lee has a lifetime of experiences to share from some highly respected customer service driven organisations and has distilled it down into only 39 rules.

They sound so simple but guess its messy and hard to get them constantly adhered to by everyone.

They are not only essential but should form the solid foundation for a customer service driven organisation.

The sooner you adopt them the sooner you will see the results.
Robert J. Smith
Aug 27, 2017 rated it it was amazing  ·  review of another edition
Loved it

I do a lot of these things already as a manger but I learned so much more about why I should do them. He puts things into a perspective that is simple and straight forward. Having employees read it now.
المهند السبيعي
Very informative and full of stories and real-life examples which simplify's the author ideas ... it is a must to read book for people working in customer service or customer experience fields
Catherine Sharpe
Jun 06, 2017 rated it really liked it  ·  review of another edition
Actually really enjoyed this book. so simple, so adaptable to any interaction with any sort of person. Not only appropriate for customer service, but applicable anywhere in life.
Abdullah Albaghli
Jul 20, 2017 rated it really liked it  ·  review of another edition
Simple nice book

I enjoyed reading this book. Very simple and easy to read with rich valuable tips.
Its will help you to how to deal with customers for delivering great service.
Jan 29, 2015 rated it it was amazing  ·  review of another edition
My obsession with Disney's customer service is continuing almost an entire year after our trip. I picked up this book because Lee Cockerell is a former executive vice president of Walt Disney World. He wasn't in his position while we were there however there is no way that someone that high up works at a company for 10 years and doesn't change the groundwork for those later to see.

This book is full of great customer service tips, as Lee recommended everyone should read this book. It not only can
Lee Cockerell has done another great job putting together his latest book. The Customer Rules is a great book to read and think about. We all have customers, even if you are not in the retail business or the hospitality business, this book will have an application for your. As I read each of the 39 rules I kept thinking about all the different customers I have in my life. Yes I have my external customers that come from a variety of sources, but I also have many internal customers including my ve ...more
Crystal Shrader
There are a lot of good things about this book. There are great points highlighted in here that are great for customer service for ALL industries and ALL career positions. A lot of the rules in this book are common sense that mothers or caregivers teach their children, but may have been forgotten along the way.

I was required to read this book for work and it's a quick read, but it was difficult for me to actually get through this book for one very specific reason. I want to preface this in stati
Clay Clark
Apr 23, 2014 rated it it was amazing  ·  review of another edition
I read Lee's first book, Creating Magic: 10 Common Sense Leadership Strategies from a Life at Disney and enjoyed it quite a bit. This book is a perfect partner to Creating Magic. It is relevant to any one in management who holds employees accountable that are in direct contact with customers. This book talks about the importance of taking responsibility for serving your customers whether its face-to-face, over a call, or from the office.

Lee talks about everything he has learned from his days as
Scott Buchanan
Lee was an inspiration and a mentor to me when I worked with him at Walt Disney World. He has many great ideas about leadership and definitely practices what he preaches. That said, this book contains a lot of fluff and I found nothing new or freshly-presented here (Sorry Lee). Instead, the content is, more often than not, common sense. Concepts like 'Be nice' and 'Know your customers' should be already mastered before opening a business or accepting a management role. There are some good exampl ...more
May 26, 2016 rated it it was amazing  ·  review of another edition
Such a great read, a real pleasure and enjoyment to move along the pages with lots of stories and examples of how to be in customer service and what it means to deliver true service. Couldn't let this book out of hands for a day or so and finished reading before I knew it.

Now am not sure about all the 39 rules, though there is definitely merit in all of them. I have made my notes and my insights along the key principles taught in this book. It has been a good journey to actually make me think ab
Aug 22, 2016 rated it really liked it  ·  review of another edition
Shelves: non-fiction
I read this book for work. Working at a public library I deal with patrons and this book had a lot of good information for dealing with the public. It's small and each rule takes just a few pages. I did have an issue with rule #33 Never Argue With A Customer. In this rule the author says to "take responsibility for the problem....they don't care if you are understaffed, or the internet was down". Now, I have never had a patron get after me because of something I had no control over. I'm not goin ...more
Dec 12, 2014 rated it it was amazing  ·  review of another edition
Shelves: leadership
The most of the rules are common sense, but I enjoyed how Lee put examples to the rules. I enjoyed reading of his learning situations. The top 2 pages that stood out were rule 15, Be like a bee. Lee explains that leaders need to buzz like a bee pollinating work area by engaging with the employees. he list several question to ask the area employees to find out more. Real front line feedback. The other was rule 33, Never argue with a customer. When you argue, the only outcome is that the business ...more
Nov 14, 2014 rated it really liked it  ·  review of another edition
I found this book in Disney last fall....I got it to read for my real is a great read....lots of common sense....and great things to live by in any business....the whole gist is about attitude...great work ethics...and a positive outlook, and ultimately a positive result in business....great things to live by. It is tough in business when you know people complain for the sake of getting something free....but this book puts dealing with customers in a different light. And it is true tha ...more
Andrea Hesselbach
This book is a quick read but the rules will last a lifetime. I see myself coming back to this many times in the future to remind myself what it is all about.
Leader Summaries
Desde Leader Summaries recomendamos la lectura del libro El cliente pone las reglas, de Lee Cockerell.
Las personas interesadas en las siguientes temáticas lo encontrarán práctico y útil: marketing y ventas, atraer y retener a los clientes.
En el siguiente enlace tienes el resumen del libro El cliente pone las reglas, Normas esenciales para brindar un servicio excepcional: El cliente pone las reglas
Alex Hannis
Jan 26, 2017 rated it really liked it  ·  review of another edition
A fairly short and easy read on Customer Service. Most of the chapters were helpful, and I can genuinely say it helped shape the way I view customer service, gaving me a greater passion for it. However, as one operating out of a Christian worldview, I varied in some conclusions with Cockerell in regards to why one ought to treat customers in this way. Furthermore, some of the chapters were a little repetitive and probably could have been joined or condensed. Overall, a good book worth reading.
I appreciated Mr. Cockerell's sound advice on providing quality customer service. The most memorable tip I took away from this book os to treat people the way I'd want my mother treated. I've also been putting some of his other tips into practice in order to improve how I serve customers in our library.
Heather Buri
Feb 12, 2014 rated it it was amazing  ·  review of another edition
This book is clear, concise and to the point! Lots of great anecdotes to drive home the points. Read this book if you own a business. Read this book if you are in the workforce. read this book if you want to be able to separate the wheat from the chafe when it comes to businesses. There is a whole lot of chafe out there.
Aug 19, 2015 rated it it was amazing  ·  review of another edition
I am trying to read everything that Lee Cockerell writes about customer service, or his time at Disney. This book has great, to the point rules, each with its own chapter. I feel that he is sitting next to me tell me these stories. An excellent book for anyone that deals with other people.
May 17, 2014 rated it it was amazing  ·  review of another edition
An amazing book with practical advice for creating a customer service culture within your business. Thoroughly enjoyed reading the great advice contained within these pages and have begun implementing these guidelines into my company.
Sam Motes
Jul 14, 2015 rated it really liked it  ·  review of another edition
Shelves: business-reads
A book on customer engagement from a former Disney executive with forty plus years in the service industry. Good insights but defiantly very common advise. Favorite quote was "if you argue with an idiot, there are two idiots".
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