Nordstrom Way to Customer Service Excellence A Handbook for Implementing Great Service in Your Organization

ISBN-10: 0471702862

ISBN-13: 9780471702863

Edition: 3rd 2005 (Revised)

List price: $24.95
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Description: 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.

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Book details

List price: $24.95
Edition: 3rd
Copyright year: 2005
Publisher: John Wiley & Sons, Incorporated
Publication date: 3/8/2005
Binding: Paperback
Pages: 292
Size: 7.50" wide x 9.25" long x 1.00" tall
Weight: 1.100
Language: English

Introduction
What Managers Can Do to Create Nordstrom-Style Service
The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship, Consensus, and Service
Exercise: What Is Our Company's History?
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?
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
How Can I Help You? Provide Your Customers with Lots of Choices
Exercise: Expand Your Customers' Choices
Part II
Nordstrom's #1 Customer Service Strategy: Hire the Smile
Exercise: Hiring Questionnaire
That's My Job: Empower Employees to Act Like Entrepreneurs to Satisfy the Customer
Exercise: What Does Empowerment Mean?
Exercise: Empowering Compensation
Dump the Rules: Tear Down the Barriers to Exceptional Customer Service
Exercise: Examine Your Rules
This Is How We Do It: Manage, Mentor, and Maintain Great Employees
Exercise: How Do We Develop Our Employees?
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
What Employees Can Do to Create Nordstrom-Style Service
Sell the Relationship: How Frontline Salespeople Create Lifetime Customers
Exercise: Measuring Both Feet
Exercise: Tracking Spheres of Influence
Exercise: Rewarding Vendors and Suppliers
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
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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