The Customer Rules
The essential rules for ensuring exceptional customer service.
Author(s): Lee Cockerell
Publisher: Profile Books
Date of publication: 2013
Manageris opinion
The author identified 39 rules to ensure exceptional customer service. Some of these rules may seem obvious, but not all are necessarily implemented, such as treating customers like members of the family. Others, such as leaving latitude to customer-facing employees, appear less widespread and merit exploration. It is the latitude given to employees that enables them to respond to a customer’s needs in a specific and relevant manner.
These rules can be used as a checklist to audit your customer service.
