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Title: The Nordstrom Way : The Inside Story of America's #1 Customer Service Company by Robert Spector, Patrick D. McCarthy ISBN: 0-471-16160-8 Publisher: John Wiley & Sons Pub. Date: September, 1996 Format: Paperback Volumes: 1 List Price(USD): $17.95 |
Average Customer Rating: 4.73 (15 reviews)
Rating: 5
Summary: "THE WISEST INVESTMENT FOR ANY COMPANY"
Comment: "The Nordstrom Way" is a gift I received from a close friend of mine when I began my career at Nordstrom three years ago. Not only did it give me a clear insight behind Nordstrom but it made me strive to become a better employee. The book outlines perfectly on what it means to be a success in customer service at any business by following the "upside down pyramid". To be a success at Nordstrom; be true to each and every customer. Having top sales is not what makes you a great success but building great relationships one customer at a time is. My philosophy for working at Nordstom is that it is a privelage, not a right, to be a part of the #1 company for customer service. Nordstrom 'Empowers" you to make decisions on your own by following one simple rule; use your best judgement, which means by ALWAYS putting your customer first. Each and everyday I exercise this right and set an example to all. Because of the great mentors that I have at Nordstrom I know that my career will be a long, happy, and healthy one. I challenge All who are considering a career in retail and want to arise to the challenge of leading by example apply at Nordstrom. Become a part of a "World Class Team". There are no problem customers just challenged employees.
"Your Customer Service Specialist"
Rating: 4
Summary: Attention all public service personnel...
Comment: Have you ever wondered why so many large companies have such great customer service? Where did this all start? Who started it? The Nordstrom Way tells the inside story of the store that made everyone realize the importance of good customer service. This book tells how the very first small Nordstrom store gradually expanded to become a retail powerhouse. It depicts both the personal side of the Nordstrom family and the business side.
I recommend this book to any customer service professional or anyone interested in public service. In fact, almost any profession can benefit from practicing good customer service described in this book.
Rating: 5
Summary: This is one of the last stores that has a good return policy
Comment: Old fashioned notions of what makes for good customer service and a decent return policy are what differentiate Nordstrom from competitors.
Wouldn't it be nice if they all adopted the "Nordstrom Way" sometime?
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