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Product Description
The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the Nordstrom of Your Industry (9781118076675): Robert Spector, Patrick D. McCarthy: Books. Praise for The Nordstrom WayOffers lessons on achieving extraordinary customer service born from three decades of Robert Spector's study of Nordstrom. This book will give you everything you need to take your service culture to the next level. The payoff, as Nordstrom knows, is sustainable profits through the loyalty and evangelism of those you serve!—Joseph Michelli, PhD, New York Times #1 bestselling author of The Zappos ExperienceBusinesses should use this book as a primer on making andkeeping happy, satisfied customers.—J. W. Marriott, Jr., Chairman and Chief Executive Officer, Marriott InternationalIf you want to become the Nordstrom of your industry, this is your guidebook. One of only five companies to make Fortune's best companies to work for and most admired list every year the surveys have been taken, Nordstrom never experienced a quarterly loss during the recent economic downturn. The Nordstrom Way to Customer Service Excellence, Second Edition explains what every business can learn from the world's most respected customer service–driven company.This handbook includes a wealth of new resources for managers and trainers, including assessment tools, exercises for improving teamwork and morale, and the secrets of Nordstrom's top-selling salespeople. New material in this revised edition includes:New chapters on online customer service and the innovative social commerce features of Nordstrom's websiteBreakthroughs on Nordstrom's multichannel approach to customer serviceTools for creating a custom-driven cultureAnd more!
Shipping Weight: 2 pounds
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