The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Gr

商家名称	信用等级	购买信息	订购本书
		The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Gr
		The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Gr

基本信息·出版社：John Wiley and Sons Ltd
·页码：288 页
·出版日期：2005年03月
·ISBN：0471702862
·条形码：9780471702863
·版本：2005-03-08
·装帧：平装
·开本：16开 Pages Per Sheet
·外文书名：最佳客户服务Nordstrom之路: 实施机构最佳服务手册

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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
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.
目录
1 The Nordstrom story : how a century of family leadership created a culture of entrepreneurship, consensus and service
2 Spreading the service culture : publicly celebrate your heroes; promote from within
3 Line up an cheer for your customer : create an inviting place to do business
4 How can I help you? : provide your customers with lots of choices
5 Nordstrom's #1 customer service strategy : hire the smile
6 That's my job : empower employees to act like entrepreneurs to satisfy the customer
……

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