the nordstrom way to Customer Service Excellence phần 1 ppt

... connected to the cus- tomer, the customer keeps you humble because we’re not per- fect at it. If you are really looking to the customer, if you’re really sensitive to the customer, and sensitive to the ... about the Golden Rule, they forget about empathy, they forget about the customer. When they are on the other side of the sales counter or the telephone or...

Ngày tải lên: 14/08/2014, 05:21

... essayist 2 The Nordstrom Story 17 [ensuring their] security and selling it to another company ap- pealed to them.” The brothers believed the main reason they suc- ceeded was their ability to work together ... audience, there were WHAT MANAGERS CAN DO 14 on one of the foundations of The Nordstrom Way: “Do what- ever it takes to take care of the customer, and do wh...

Ngày tải lên: 14/08/2014, 05:21

... cus- tomers to circulate and shop throughout the entire store, and for salespeople to help them do just that. “When customers first come into the store, we’ve got about 15 seconds to get them ... on nordstrom. com, but they were available at Nord- strom stores. So, to make sure the customer didn’t leave the web site unhappy, Nordstrom redirected the customer to mak...

Ngày tải lên: 14/08/2014, 05:21

... responsibility to our salespeople is to have the products that the customers want when the customers come into the store. You can have all the pep ral- lies in the world, but the best motivation is stocking ... that continues to this day. To get customers to leave Frederick & Nelson or The Bon Marche [the then-prominent downtown Seattle department stores] and go...

Ngày tải lên: 14/08/2014, 05:21

... Portland-area Nordstrom to pick up a dress for a customer who had to attend a funeral, and then drove back to the Washington Square store where she handed over the garment to the deeply appreciative customer. ... rapport with a customer and has helped that customer put together the right look, the sales- person wants to make sure all of the customer s needs are...

Ngày tải lên: 14/08/2014, 05:21

... hired in late 19 94 to turn around the car- rier, the only way he could bring in the best people to help a fail- ing company was to empower them. “I had to give 10 0 percent autonomy to the guy in ... Commercial 14 1 Dump the Rules Tear Down the Barriers to Exceptional Customer Service The minute you come up with a rule you give an employee a rea- son to s...

Ngày tải lên: 14/08/2014, 05:21

... prohibiting stealing,smokingontheproperty,andsoon,butwhenit comes to customer service, Mike’s, again like Nordstrom, likes to keep it simple. The biggest thing we tell them to do is to exceed customers’ expectations ... increases. Customer Service all-stars are surprised by the presence of their parents or their spouse and children, whom Nordstrom brings to the meeti...

Ngày tải lên: 14/08/2014, 05:21

... relationships with your customers and to find ways to take care of your customers in every way possible. They must be able to listen to the customer, under- stand the customer s needs, and follow ... customers the way I want to be treated, with professionalism,” said Theresa. “If you do that, the customer will always come into the department look- ing for you to...

Ngày tải lên: 14/08/2014, 05:21

... telling that to their customer because they are happy to get the sale, happy to move on to another customer. They don’t see the relationship that will last for a long period of time. People today, ... to let the customer know that he was aware of the customer s presence. Like other Nordstrom salespeople, McCarthy would welcome the customer as if he were a guest...

Ngày tải lên: 14/08/2014, 05:21

... 13 2 13 3 FirstMerit, 13 1 13 2 Mike’s Express Carwash, 13 3 13 5 W Hotels, 13 6 13 8 exercises, 14 0 Inverted Pyramid, 12 4 12 7 keys to success, 13 9 pay/commission structure, 10 3 10 6, 11 6 11 8, 14 0 return policy, 12 2 12 4 Erbes, ... 11 3 14 0 buyers and managers, 12 8 13 1 decision making, 11 8 12 1 examples from other companies: Concepts Worldwide, 13 5 13 6 Continen...

Ngày tải lên: 14/08/2014, 05:21