THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE 客户服务Nordstrom之路：实施机构服务手册 免费 下载 115盘 pdf txt mobi caj lit

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.

作者简介：

ROBERT SPECTOR is a bestselling business book author and international speaker on Nordstrom's principles of customer service. He has spoken to companies such as Cadillac， Dell， Wells Fargo， and the Red Cross. He has written for the New York Times， the Wall Street Journal， USA Today， and Women's Wear Daily. To book Robert as a speaker， visit www.robertspector.com.PATRICK McCARTHY worked at Nordstrom for more than thirty years and was the company's all-time top-performing salesperson.

Introduction

PARTⅠ:What Managers Can Do to Create Nordstrom-Style Service

1 The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship,Consensus, and Service

Exercise: What Is Our Company's History?

2 Spreading the Service Culture: Publicly Celebrate Your Heroes; Promote from Within

Exercise: Tell the Story of Your Company's Heroes

Exercise: What Do We Stand For?

3 Line Up and Cheer for Your Customer: Create an Inviting Place to Do Business

Exercise: You're the Customer

Exercise: Call Your Company

Exercise: Surf Your Company's Web Site

4 How Can I Help You? Provide Your Customers with Lots of Choices

Exercise: Expand Your Customers' Choices

PARTⅡ:What Supervisors Can Do to Create Nordstrom-Style Service

5 Nordstrom's #1 Customer Service Strategy:Hire the Smile

Exercise: Hiring Questionnaire

Exercise: Empowering Compensation

6 That's My Job:Empower Employees to Act Like Entrepreneurs to Satisfy the Customer

Exercise: What Does Empowerment Mean?

Exercise: Empowering Compensation

7 Dump the Rules: Tear Down the Barriers to

Exceptional Customer Service

Exercise: Examine Your Rules

8 This Is How We Do It: Manage, Mentor, and

Maintain Great Employees

Exercise: How Do We Develop Our Employees?

9 Recognition, Competition, and Praise: Create a

Sustainable, Emotional Bond with Your Employees

Exercise: Praising Your Employees

Exercise: Organize Recognition Meetings

Exercise: Make Your Company Special

Exercise: Goal Setting

Exercise: Customer Feedback: Letters

PART Ⅲ : What Employees Can Do to Create Nordstrom-Style Service

10 Sell the Relationship: How Frontline Salespeople Create Lifetime Customers

Exercise: Measuring Both Feet

Exercise: Tracking Spheres of Influence

Exercise: Rewarding Vendors and Suppliers

11 The Sale Is Never Over: Secrets of Nordstrom's All-Time Top-Performing Salesperson

Exercise: Create Your Own System

Exercise: Get Feedback from the Customer

12 Play to Win: Encourage Teamwork and Team Competitions at Every Level of Your Organization

Exercise: Team Achievement

Exercise: Teamwork Requirements

Exercise: Ethical Behavior

Exercise: Ownership

Exercise: Heroics

Appendix Nordstrom Heroics:Inspirational Tales of Teamwork and Legendary Customer Service

Notes

Index

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Book 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.

Download Description

A new "how-to" version of a customer service classic

First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world?s best customer service company?they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction.

Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women?s Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.

Book Dimension

length: (cm)23.5 　　　 　　　　　 　　　　　 width:(cm)19