My rating: 5 of 5 stars
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 who 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 apply those at the front line of retail but those who answer the phone at an office, if you are a teacher or doctor. You may not think of parents or your patients as customers but the suggestions on how to handle different situations.
I have been in retail for over 10 years now and this book even had me thinking about different situations I have been in even as recently as the past few weeks.
The book is well written. Lee doesn’t draw out the examples or stories he tells, he respects that people are busy. He’s straight to the point but explains things very well. Each rule has a few pages dedicated to it at the maximum. Most of the rules are one or two pages. It was a very quick and easy read.
The other books that Lee has written have been added to my must read list. If you are thinking about learning about improving or learning about customer service this should be the first book you pick up.