The Customer Rules
The essential rules for ensuring exceptional customer service.
Auteur(s) : Lee Cockerell
Éditeur : Profile Books
Date de parution : 2013
L'avis de manageris
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.