The Nordstrom way to customer service excellence : a handbook for implementing great service in your organization

著者

書誌事項

The Nordstrom way to customer service excellence : a handbook for implementing great service in your organization

Robert Spector and Patrick McCarthy

John Wiley & Sons, c2005

  • : pbk

大学図書館所蔵 件 / 全11件

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注記

Includes bibliographical references (p. 263) and index

内容説明・目次

内容説明

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.

目次

  • 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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