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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
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Binding: Paperback
Dewey Decimal Number: 658.812
EAN: 9780471702863
Edition: 1
ISBN: 0471702862
Label: Wiley
Manufacturer: Wiley
Number Of Items: 1
Number Of Pages: 288
Publication Date: March 08, 2005
Publisher: Wiley
Studio: Wiley
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Editorial Review:
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.
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.
Customer Reviews
Average Rating: 
Rating: - 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.
Rating:  - 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 ... Read More
Rating:  - Interesting, fun, informative -- but not that practical
The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for truly ... Read More
Rating: - Great stories of the best Cust. Service around
I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!
The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.
It's a fast read and would be great to share ... Read More
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