The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization: Includes Training Activities and Resources

Overview

First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the ?Nordstrom? of your industry. Designed for customer service managers and trainers, as well as business owners, it?s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world?s best customer service company, they also show you how to implement them in your own ...
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Overview

First published in 1995, The Nordstrom Way is a classic guide to great customer service. This new book replaces The Nordstrom Way with an even more practical guide to becoming the “Nordstrom” of your industry. Designed for customer service managers and trainers, as well as business owners, it’s an invaluable resource for designing your own programs and initiatives. The authors not only explain the principles of the world’s best customer service company, they also show you how to implement them in your own organization. The Nordstrom Way to Customer Service Excellence will help your business make customers its number one concern, and help make your business number one in your industry.

The business community has long known that there were lessons to be learned from Nordstrom's customer service, but until now, it was impossible to obtain any reliable information. Co-authored by Nordstrom's top salesperson and based on interviews with the company's sales and management staff, this book provides an uncensored look at how Nordstrom does it and how others can too.

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Editorial Reviews

Library Journal
Nordstrom's has long had the reputation for outstanding customer service. This book, coauthored by one of Nordstrom's top sales associates, McCarthy, tells how Nordstrom's earned that reputation. The work combines case studies and personal narrative with some history of the store. Each chapter helps the reader see one or more aspects of what has made Nordstrom's so successful, for example, "The Nordstrom Culture: Setting Employees Free," "The Art of Selling: Retailing Is a Contact Sport," and "What's Inside: Creating an Inviting Place." Each chapter is followed by a one- to two-page summary of the important points. Highly recommended for any business collection.-Michael D. Kathman, St. John's Univ. Lib., Collegeville, Minn.
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Product Details

  • ISBN-13: 9780471702863
  • Publisher: Wiley, John & Sons, Incorporated
  • Publication date: 2/25/2005
  • Edition number: 3
  • Pages: 292
  • Product dimensions: 7.50 (w) x 9.26 (h) x 0.64 (d)

Meet the Author

ROBERT SPECTOR is a bestselling business book author and international speaker on Nordstrom's principles of customer service. He has spoken to companies such as Cadillac, Dell, Wells Fargo, and the Red Cross. He has written for the New York Times, the Wall Street Journal, USA Today, and Women's Wear Daily. To book Robert as a speaker, visit www.robertspector.com.

PATRICK McCARTHY worked at Nordstrom for more than thirty years and was the company's all-time top-performing salesperson.

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Table of Contents

Introduction.

PART I: What Managers Can Do to Create Nordstrom-Style Service.

1. The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship, Consensus, and Service.

Exercise: What Is Our Company’s History?

2. Spreading the Service Culture: Publicly Celebrate Your Heroes; Promote from Within.

Exercise: Tell the Story of Your Company’s Heroes.

Exercise: What Do We Stand For?

3. Line Up and Cheer for Your Customer: Create an Inviting Place to Do Business.

Exercise: You’re the Customer.

Exercise: Call Your Company.

Exercise: Surf Your Company’s Web Site.

4. How Can I Help You? Provide Your Customers with Lots of Choices.

Exercise: Expand Your Customers’ Choices.

PART II: What Supervisors Can Do to Create Nordstrom-Style Service.

5. Nordstrom’s #1 Customer Service Strategy: Hire the Smile.

Exercise: Hiring Questionnaire.

6. That’s My Job: Empower Employees to Act Like Entrepreneurs to Satisfy the Customer.

Exercise: What Does Empowerment Mean?

Exercise: Empowering Compensation.

7. Dump the Rules: Tear Down the Barriers to Exceptional Customer Service.

Exercise: Examine Your Rules.

8. This Is How We Do It: Manage, Mentor, and Maintain Great Employees.

Exercise: How Do We Develop Our Employees?

9. Recognition, Competition, and Praise: Create a Sustainable, Emotional Bond with Your Employees.

Exercise: Praising Your Employees.

Exercise: Organize Recognition Meetings.

Exercise: Make Your Company Special.

Exercise: Goal Setting.

Exercise: Customer Feedback: Letters.

PART III: What Employees Can Do to Create Nordstrom-Style Service.

10. Sell the Relationship: How Frontline Salespeople Create Lifetime Customers.

Exercise: Measuring Both Feet.

Exercise: Tracking Spheres of Influence.

Exercise: Rewarding Vendors and Suppliers.

11. The Sale Is Never Over: Secrets of Nordstrom’s All-Time Top-Performing Salesperson.

Exercise: Create Your Own System.

Exercise: Get Feedback from the Customer.

12. Play to Win: Encourage Teamwork and Team Competitions at Every Level of Your Organization.

Exercise: Team Achievement.

Exercise: Teamwork Requirements.

Exercise: Ethical Behavior.

Exercise: Ownership.

Exercise: Heroics.

Appendix Nordstrom Heroics: Inspirational Tales of Teamwork and Legendary Customer Service.

Notes.

Index.

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