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Posted August 14, 2012
I'm a huge fan and advocate for the way Nordstrom treats its customers, and this book certainly solidifies that opinion. As a member of the "Customer Service World", I found this book to be very insightful and, generally, a joy to read; I couldn't put it down! While myself and many others in this field don't have some of the luxuries of Nordstrom (ability to pay on commission, a fully customer-focused executive team, or even have face-to-face interactions with customers in some cases), this book is full of solid advice and ideas that can be translated to any industry, I think.
It was well worth the money and now several colleagues want to check it out after discussing it. There's even a chapter-by-chapter "applications" section in the back of the book that goes through many different exercises, projects, etc. that a company can complete to help improve their service.
The only bad part about this book is the cover! :)
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