Posted by a reviewer on Amazon

Lee talks about everything he has learned from his days as a frontline service provider

Posted by a reviewer on Amazon

He goes over how to create service driven policies and procedures on how to hire and train employees to uphold your reputation of providing excellence customer service

Posted by a reviewer on Amazon

This book should be required reading for anyone who has wants or comes in contact with a customer in any manner

Posted by a reviewer on Amazon

Changes your perspective on how to deal with the person on the other side of the register

Posted by a reviewer on Amazon

Customer service is horrible in so many ways across so many industries whether it is the layers of automation before you can get through to a person on the phone the long lines to return a product the minimum wage service clerk who could really care less about your issue every day customers are treated like annoyances rather than kings

Posted by a reviewer on Amazon

While this book does not uncover anything new

Posted by a reviewer on Amazon

Unfortunately not all the principles are shown by all employees in walt disney resorts

Posted by a reviewer on Amazon

Cockerells experience with disney should not be discounted