The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization [平装] 0471702862

在线阅读本书 Book 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. Download Description A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world?s best customer service company?they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women?s Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company. Book Dimension length: (cm)23.5width:(cm)19 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. 1The Nordstrom story : how a century of family leadership created a culture of entrepreneurship, consensus and service 2Spreading the service culture : publicly celebrate your heroes; promote from within 3Line up an cheer for your customer : create an inviting place to do business 4How can I help you? : provide your customers with lots of choices 5Nordstrom's #1 customer service strategy : hire the smile 6That's my job : empower employees to act like entrepreneurs to satisfy the customer 7Dump the rules : tear down the barriers to exceptional customer service 8This is how we do it : manage, mentor, and maintain great employees 9Recognition, competition, and praise : create a sustainable, emotional bond with your employees 10Sell the relationship : how frontline salespeople create lifetime customers 11The sale is never over : secrets of Nordstrom's all-time top-performing salesperson 12Play to win : encourage teamwork and team competitions at every level of your organization AppNordstrom heroics : inspirational tales of teamwork and legendary customer service

ISBN	0471702862
出版社	John Wiley and Sons Ltd
作者	Robert Spector
尺寸	16开