- Paperback: 292 pages
- Publisher: Wiley; 3 edition (March 8, 2005)
- Language: English
- ISBN-10: 0471702862
- ISBN-13: 978-0471702863
- Product Dimensions: 7.5 x 0.6 x 9.2 inches
- Shipping Weight: 12 ounces (View shipping rates and policies)
- Average Customer Review: 10 customer reviews
- Amazon Best Sellers Rank: #1,327,745 in Books (See Top 100 in Books)
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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization 3rd Edition
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From the Back Cover
Service Principles from America's #1 Customer Service Company
Praise for The Nordstrom Way
"For anyone looking to understand customer service at its best, this book bubbles with insights."
"Outstanding customer service and Nordstrom are synonymous. Their standards of excellence are what we all shoot for."
David D. Glass, former chairman and CEO, Wal-Mart
"American business should use this book as a primer to learn how to make and keep happy, satisfied customers."
J. W. Marriott Jr., Chairman and President, Marriott International
"The Nordstrom Way takes an unusual look at the direct link between empowering your employees and creating a long-term relationship with your customers. More businesses should follow their example."
Howard Schultz, Chairman, Starbucks Coffee
The Nordstrom Way to Customer Service Excellence describes how Nordstrom earned its legendary reputationand reveals the principles behind its phenomenal customer service. If you want to be the Nordstrom of your industry, this is your guidebook. It will help any company put in place Nordstrom-style systems, motivational tools, and a service-oriented culture that leads to delighted, loyal customers.
This comprehensive handbook includes a wealth of new exercises for managers and trainers who work with frontline service providers. Implementation resources include:
- Questions for assessing and improving your customer service culture
- Exercises for improving teamwork, motivation, and selling effectiveness among your frontline employees
- Secrets of Nordstrom's all-time top-selling salesperson
About 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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Top customer reviews
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plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.
Spector and McCarthy seem a bit reluctant to take of some of the shine of the silver bagged company: it's too bad. There is a lot of good information for early career types or sales managers but there is a lot of Kool Aid. And don't believe all the heroic tales in the book: it's a problem for Nordstrom employees. They are 100% commissioned and expected to do some of these crazy stunts which is time off the floor and thus out of his/her pocket. Read for the frame work; ignore the mythology.
The book is full of stories on what the company does to foster customer service, what managers do and what sales representatives do. The stories are called "heroics" and you will find lots of them throughout the book.
The Nordstrom culture is very similar to Disney's, so no wonder both are considered visionary by the authors of Built to Last.
Nice reading and inspirational. Go for it!