The Nordstrom way to customer service excellence - Robert Spector

Praise for The Nordstrom Way

"For anyone looking to understand customer service at its best, this book bubbles with insights."

BusinessWeek

"Outstanding customer service and Nordstrom are synonymous. Their standards of excellence are what we all shoot for."

David D. Glass, former chairman and CEO, Wal–Mart

"American business should use this book as a primer to learn how to make and keep happy, satisfied customers."

J. W. Marriott Jr., Chairman and President, Marriott International

"The Nordstrom Way takes an unusual look at the direct link between empowering your employees and creating a long–term relationship with your customers. More businesses should follow their example."

Howard Schultz, Chairman, Starbucks Coffee

The Nordstrom Way to Customer Service Excellence describes how Nordstrom earned its legendary reputation and reveals the principles behind its phenomenal customer service. If you want to be the Nordstrom of your industry, this is your guidebook. It will help any company put in place Nordstrom–style systems, motivational tools, and a service–oriented culture that leads to delighted, loyal customers.

This comprehensive handbook includes a wealth of new exercises for managers and trainers who work with frontline service providers. Implementation resources include:

• Questions for assessing and improving your customer service culture


• Exercises for improving teamwork, motivation, and selling effectiveness among your frontline employees


• Secrets of Nordstrom's all–time top–selling salesperson