Robert Spector, a best-selling author and speaker, recently gave a 
presentation to private sector representatives and government and labour officials of Barbados. His speech centered around "Excellence in Service: The Nordstrom Way" and the principles that managers of Nordstrom follow in their business:
1) Providing customers with a wide array of choices, regarding products, services, and service channels
2) Creating an inviting place for your customers, whether in person, online, or on the phone
3) Selling the relationship, by finding out the needs of your clients and servicing them through the products and services offered
4) Hiring nice, motivated people
5) Empowering employees to take ownership, by reducing their dependence on rules
6) Fostering a culture of support and mentorship
7) Nurturing a service culture through recognition and praise
8) Advocating teamwork through internal customer service
9) Committing 100 per cent to customer service
When an employee of Nordstrom comes to work at one of the stores here in San Diego, he/she sees this as they walk up the stairs:
"Up These Stairs Climb the Best Customer Service Providers In the World"
When you see those words everyday, you can't help but want to provide exceptional customer service, right?
Books by Robert Spector:
- Lessons from the Nordstrom Way: How Companies are Emulating the #1 Customer Service Company
- Anytime, Anywhere: How the Best Bricks-and-Clicks Businesses Deliver Seamless Service To Their Customers
- The Nordstrom Way to Customer Service Excellence : A Handbook For Implementing Great Service in Your Organization
Source: The Barbados Advocate
» Eight Reasons Why Nordstrom Is a Customer Service Legend from CustomersAreAlways
Many of us know Nordstrom (JWN) for the great customer service, but for those of you who don’t know, I wanted to share with you why people rave about this company. Those of you regular readers know that I used to... [Read More]
Tracked on: February 22, 2007 7:06 PM | Permalink to Trackback