Hoboken, N.J. : John Wiley & Sons, c2005
xviii, 270 p. ; 24 cm ISBN/ISSN:
0471702862 (pbk.), Language:
What managers can do to create Nordstrom-style service -- The Nordstrom story : how a century of family leadership created a culture of entrepreneurship, consensus, and service -- Exercise : what is our company's history? -- Spreading the service culture : publicly celebrate your heroes; promote from within -- Exercise : tell the story of your company's heroes -- Exercise : what do we stand for? -- Line up and cheer for your customer : create an inviting place to do business -- Exercise : you're the customer -- Exercise : call your company -- Exercise : surf your company's Web site -- How can I help you? : provide your customers with lots of choices -- Exercise: expand your customers' choices -- What supervisors can do to create Nordstrom-style service -- Nordstrom's #1 customer service strategy : hire the smile -- Exercise : hiring questionnaire -- That's my job : empower employees to act like entrepreneurs to satisfy the customer -- Exercise : what does empowerment mean? -- Exercise : empowering compensation -- Dump the rules : tear down the barriers to exceptional customer service -- Exercise : examine your rules -- This is how we do it : manage, mentor, and maintain great employees -- Exercise : how do we develop our employees? -- Recognition, competition, and praise : create a sustainable, emotional bond with your employees -- Exercise : praising your employees -- Exercise : organize recognition meetings -- Exercise: make your company special -- Exercise : goal setting -- Exercise: customer feedback : letters -- What employees can do to create Nordstrom-style service -- Sell the relationship : how frontline salespeople create lifetime customers -- Exercise : measuring both feet -- Exercise : tracking spheres of influence -- Exercise : rewarding vendors and suppliers -- The sale is never over : secrets of Nordstrom's all-time top-performing salesperson -- Exercise : create your own system -- Exercise : get feedback from the customer -- Play to win : encourage teamwork and team competitions at every level of your organization -- Exercise : team achievement -- Exercise : Teamwork requirements -- Exercise : Ethical behavior -- Exercise : Ownership -- Exercise : heroics
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