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THE NORDSTROM WAY TO CUSTOMER SERVICE EXCELLENCE 客户服务Nordstrom之路：实施机构服务手册书籍详细信息
- ISBN：9780471702863
- 作者：暂无作者
- 出版社：暂无出版社
- 出版时间：2005-03
- 页数：288
- 价格：153.50
- 纸张：胶版纸
- 装帧：平装
- 开本：暂无开本
- 语言：未知
- 丛书：暂无丛书
- TAG：暂无
- 豆瓣评分：暂无豆瓣评分
内容简介：
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.
书籍目录：
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
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