the nordstrom way to Customer Service Excellence phần 10 pot
the nordstrom way to Customer Service Excellence phần 10 pot
... 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...
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...
the nordstrom way to Customer Service Excellence phần 6 potx
... in late 1994 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 100 percent
autonomy to the guy in charge ... 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 fe...
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...
the nordstrom way to Customer Service Excellence phần 2 ppsx
... 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...
the nordstrom way to Customer Service Excellence phần 3 ppsx
... 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 make a tele-
phone call to ... Nordstrom
wants customers to stay. Consequently, the company will do
whatever it takes to keep that customer in the store, to continue
to give him or her the o...
the nordstrom way to Customer Service Excellence phần 4 pps
... 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...
the nordstrom way to Customer Service Excellence phần 7 pps
... 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...
the nordstrom way to Customer Service Excellence phần 8 pdf
... 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...
the nordstrom way to Customer Service Excellence phần 9 doc
... 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...