This review is from: The Customer Rules: The 39 Essential Rules for Delivering Sensational Service (Hardcover)
Customer review from the Amazon Vine Program (What’s this?)
The author of this book has been responsible in his career for the customer service at one of the world’s best known service delivery companies -DisneyWorld. He was responsible for 40,000 people in hotels, theme parks, shopping, entertainment and sports centers.
Disney’s often been used as a training center for leadership and guest service and Lee Cockerell’s book on delivering sensational service is right on.
There are 39 chapters or rules in this 179 page book and they are all direct, common sense in approach in logical.
The introduction states simply “be nice”. He says this means being friendly, polite, pleasant, considerate and skilled. He cautions that rules and procedures will not work if you do not have the right people doing the right job. This is more common sense, but we have discovered in so many businesses that common sense is relatively unknown.
Examples of rules include:
The other 33 are just as direct and understandable, yet they need to be understood.
I have been in the hospitality industry my entire career and I find this a logical, easy-to-follow set of guidelines for anyone providing service to others.
Dr. John Hogan CHA CHE CHO
Success does not come by accident or chance.
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John.Hogan@HospitalityEducators.com or 602-799-5375
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|KEYS TO SUCCESS is the umbrella title for my ongoing programs, hospitality services and columns. This year’s writings focus on a variety of topics for hotel owners, managers and professionals including both my “HOW TO” articles, HOSPITALITY CONVERSATIONS™, Lessons from the Field™, Hotel Common Sense™ , THE P-A-R PRINCIPLE™ and Principles for Success.|
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John Hogan is a successful hospitality executive, educator, author and consultant and is a frequent keynote speaker and seminar leader at many hospitality industry events. He is CEO and Co-Founder of www.HospitalityEducators.com , which delivers focused and affordable counsel in solving specific challenges facing hospitality today.
www.HospitalityEducators.com is a membership site offering a wide range of information, forms, best practices and ideas designed to help individual hoteliers and hospitality businesses improve their market penetration, deliver service excellence and increase their profitability.
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