Lee Cockerell

Cada vez más es necesario brindar una calidad de servicio excelente si queremos que nuestra empresa o negocio siga subsistiendo, y es absolutamente imprescindible hacerlo si queremos crecer.En este nuevo libro, Lee Cockerell sintetiza en 39 breves consejos toda una trayectoria profesional de decenas de años aprendidas fundamentalmente trabajando en los parques de atracciones de Disney, reconocidos por su calidad de atencion a los visitantes.Un libro sencillo que complementa a la perfeccion lo expuesto en Ponga magia en su empresa.

10 estrategias de sentido común desarrolladas en Disney¿Qué tiene Disney que todo lo que toca lo convierte en magia? ¿Se puede aprender su sistema y aplicarlo en cualquier empresa?Lee Cockerell está convencido que si puesto que ha visto desde la primera fila y en accion el sistema que se enseña en el Disney Institute y se practica cotidianamente en los parques de atracciones de Disney.Las diez estrategias que nos explica el autor pueden ser aplicables por cualquier tipo de empresa y hacerlo es casi una garantia de exito.

LEE COCKERELL ha sido vice president ejecutivo de operaciones del parque de atracciones Walt Disney World durante más de diez años. Es una de las caras más visible del reconocido mundialmente Disney Institute, donde imparte cursos de liderazgo y desarrollo profesional. Tambien es un conferenciante exitoso que brinda seminaries por todo Estados Unidos. Vive en Orlando, Florida.

The former Executive Vice President of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business--any business--depends upon winning and keeping customers. In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well theyll never want to do business with anyone but you. For example:Rule #1: Customer Service Is Not a DepartmentRule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?"Rule #19: Be a Copycat Rule #25. Treat Every Customer like a RegularRule #39: Dont Try Too HardAs simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up. And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customersChock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

Outstanding leadership is the kind that inspires employees, delights customers, and achieves extraordinary business results. And no one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World Resort operations for over a decade. In Creating Magic, he shares the ten practical, common sense strategies that guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise. Combining surprising business wisdom with insightful and entertaining stories from his four decades on the front lines of some of the worlds best-run companies, Lee shows all of us - from small business owners to managers at every level - how to become better leaders by infusing quality, character, courage, enthusiasm and integrity into our workplaces and our lives.