the nordstrom way to Customer Service Excellence phần 5 potx

... 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. ... to Sweden and told the customer that he would replace those shirts with new ones at no charge. He asked the customer to mail the other shirts back t...

Ngày tải lên: 14/08/2014, 05:21

... have what the customer asked for, they weren’t good enough salespeople to be able to switch the customer to another item. Managers are encouraged to have a feeling of ownership about their department. ... on top because they are the most im- portant people in the equation. But the next most important are the salespeople because they are the ones who are closest to...

Ngày tải lên: 14/08/2014, 05:21

... 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 ... expands to other regions, it relies on experienced “Nordies” to transfer to these new markets, to bring the culture with them and to teach and in- spire new emp...

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 ma...

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

... 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, ... don’t see themselves in the job very long. “Part of the unsaid, tacit contract is to listen to the customer. As I wrapped up the sale, I reviewed with the custom...

Ngày tải lên: 14/08/2014, 05:21

... into action. The store manager flew out the door to go to the store in north- ern New Jersey to buy the $2,000 dress for the customer. He then met us at the customer s house. The Norstrom alterations manager ... agreed to go to the customer s house to do the alter- ations. The Collectors department salesperson and I drove with the alterations manager to...

Ngày tải lên: 14/08/2014, 05:21