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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization | 
 enlarge | Author: Robert Spector
Publisher: Wiley
Category: Book
List Price: $21.95
Buy New: $12.24
You Save: $9.71 (44%)
New (36) Used (18) Collectible (2) from $12.20
Rating:  4 reviews
Sales Rank: 36619
Media: Paperback
Edition: 1
Pages: 288
Number Of Items: 1
Shipping Weight (lbs): 0.8
Dimensions (in): 9.1 x 7.5 x 0.7
ISBN: 0471702862
Dewey Decimal Number: 658.812
EAN: 9780471702863
ASIN: 0471702862
Publication Date: March 8, 2005
Availability: Usually ships in 1-2 business days
Shipping: International shipping available
Condition: Brand new item. Over 3.5 million customers served. Order now. Selling online since 1995. Order with confidence. Code: B20081202223058T
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Product Description
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.
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| Customer Reviews:
great teambuilder April 19, 2008
K. Chapman (honolulu, hi)
we purchased this book for everyone in our office - in hopes that each person would gain one tidbit of information to better serve our customers. it sparked a great conversation and opened up several areas that we could improve on. it helped our staff feel like a part of the decision making process because it wasn't us...the owners.... telling them that there was a need for improvement.
plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.
 Insist on good service! You're paying for it! October 16, 2007
David Merrill
1 out of 5 found this review helpful
Every business or organization that claims to have (or value) good customer service should implement a customer service class based on the 'Nordstrom Way'.
I became a customer after visiting their Seattle store and became converted. Truly wonderful, personal, personable customer service.
Other stores and businesses could benefit as well: cell phone service providers, 'home' hardware stores, 'copy' shops, etc.
In the past few years, it seems that the crush of a crowded market place has produced a culture of mental malaise in these organizations.
Here's an example of a real conversation that I had at a mall sports (athletic shoe store):
When I walked up, the salesperson had her cell phone in hand and only looked up at me at the end of our 'conversation'.
"Do you have these shoes in a 10.5?"
"I don't think so...(distractedly)...I'm not sure."
"Could you check?" "I'll buy them if you have them in my size."
"I'm pretty sure we're out of 'em."
"Could you check?"
"We're out of them."
"Maybe I should ask a manager to check?"
"Hold up...(checking a text message)...I'll check."
After five minutes, she returned with the shoes, in my size-which I purchased.
I haven't been back since.
Insist on good service! You're paying for it!
 Interesting, fun, informative -- but not that practical September 27, 2007
J. D. Seagraves (Michigan)
7 out of 13 found this review helpful
The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly outstanding service. But that niche is small, and the principles are just inapplicable to most retailers, let alone other business models.
Great stories of the best Cust. Service around January 25, 2006
J. Martens (Portland, Oregon)
7 out of 10 found this review helpful
I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!
The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.
It's a fast read and would be great to share with co-workers and/or employee's.
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