The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization

by Robert Spector, Patrick D. McCarthy, breAnne O. Reeves

Book Overview

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,...

• Format: Paperback
• Language: English
• ISBN: 0471702862
• ISBN13: 9780471702863
• Release Date: March 2005
• Publisher: John Wiley & Sons
• Length: 270 Pages
• Weight: 1.16 lbs.
• Dimensions: 0.6" x 7.5" x 9.2"

Customer Reviews

great teambuilder

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!

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!

Nordstroms - Still a Solid Read

This book made a big splash when it hit the stands in 1995. If you are worried about it being outdated, don't be. I found it to be very thorough in it's study of Nordstrom's, and it is still a good lesson in what we should all strive for.Minimal mistakes that need to be updated in the next revision:1). Their top notch website is not addressed, however, it does describe the thinking that was held by the company in 1994 to take advantage of the new electronic media. I thought that this section spoke volumes to how far reaching Nordstrom's view of service really is. 2). Very minor changes have been made to their business plan since this book was released. Most of these changes would be evident to the keen observer after 10 minutes in their store.All in all, I recommend this book to anyone who is studing how to change attitudes on customer service. If you are just looking for a book on sales, this is not for you.

EXCELLENT INSIGHT INTO CUSTOMER SERVICE BEST PRACTICE

A Seattle-based chain of department stores, Nordstrom is acknowledged as `best practice' in outstanding customer service and is the subject of countless MBA case studies. This book tells the Nordstrom customer service story. It reveals how Nordstrom created and maintains a culture of customer service and more importantly how to translate the Nordstrom customer service principles to your own business. But the desire to implement these principles must come with a commitment from management to customer service and employee empowerment. Management must respect, encourage, honour and reward the people on the front lines for their creativity and ability to serve the customer. Only than will you be able to emulate Nordstrom. Nordstrom's culture encourages entrepreneurial motivated men and women to make the extra effort to give customer service that is unrivalled in American retailing.At the end of each of the eight chapters is a useful Keys To Success section which summarises the key principles of Nordstrom success discussed in the chapter.Robert Spector is a Seattle based freelance journalist who has covered Nordstrom since 1982 for a variety of publications. Patrick D. McCarthy of Seattle is one of the top- performing salesman in Nordstrom, where he has worked for more than 20 years. For 15 consecutive years, from 1977 through 1991, McCarthy was the number one salesperson among Nordstrom's 35,000 employees. In 1992, 1993 and 1994, he was runner-up. His journey to financial rewards and job satisfaction serves as an inspiration for every frontline employee in virtually any business. Reviewed by Azlan Adnan, Managing Partner of Azlan & Koh Knowledge and Professional Management Group.

Customer Service at its finest... MUST Read for all...

For anyone who either deals with the public as a shopper, buyer, or wholesaler this is a must read. Nordstrom goes way beyond the call of duty. If all companies were to follow a fraction of the principles and ideas mentioned in this book then the marketplace would be a very dog eat dog world. I found this book very informative, also after reading the book I actually visited a Nordstrom's in Colorado to verify the priciples mentioned. True to fact they complied with all that was mentioned. Way to go NORDSTROM'S. Maybe more companies will get on track and be as success oriented for both stockholders and employees. Now if only I could get my employeer to listen to the suggestions...