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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the
     

The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry

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by Robert Spector
 

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The Nordstrom Way shows the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow Nordstrom's example.
Howard Schultz, Chairman, Starbucks Coffee

Virtually every company wants to be the Nordstrom of their industry. Nordstrom is one of only five companies to

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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry 5 out of 5 based on 0 ratings. 1 reviews.
CJor More than 1 year ago
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! :)