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

Lee Cockerell has spent his entire career in the hospitality industry. He spent eight years with Hilton Hotels, and seventeen with Marriotts Corporation, before joining Disney in 1990 to open Disneyland Paris.

Section 1: The Foundation of Great Service

Rule 1: Customer Service Is Not a Department

Rule 2: You Are the Customer

Rule 3: Create a Culture of Excellence

Rule 4: Every Interaction Matters......

Rule 37: Stay Ahead of Trends

Rule 38: Remember: Everyone’s a Customer

Rule 39: Have Fun!