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The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "nordstrom" of Your Industry, Second Edition by Patrick McCarthy, Robert Spector

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How to Become the Nordstrom of Your Industry

Now that you see how the Nordstrom Way works, how can you translate Nordstrom’s methods to your organization? In this final phase of the book, you will learn how to use these applications to the preceding chapters in order to evaluate your current customer service efforts and create a road map that will improve your customer service approach throughout your entire organization.

In order for these exercises to work for the long haul, the leadership of your organization must be intimately involved every step of the way and must set a shining example. Everyone needs to know that it takes hard work and constant vigilance to maintain the highest level of customer service.

Following are the applications that pertain to the material discussed in the preceding 10 chapters. By far the greatest number of Applications are related to Chapter 3, which covers mentoring, supporting, praise, recognition, and reward, because these are the essential elements for a culture of customer service.

Chapter 1: Tell the Story

Application 1: What Is Our Company’s History?

Most companies and organizations have an interesting history. After all, they were created for specific reasons, such as filling a void in the market, coming up with a new idea, introducing a new product, and so on. Appoint one of your employees to be the unofficial company historian. That person will assemble relevant documents, news articles, and corporate reports, and interview founders or ...

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