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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization

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The Nordstrom Way to Customer Service Excellence describes how Nordstrom earned its legendary reputation—and reveals the principles behind its phenomenal customer service. If you want to be the Nordstrom of your industry, this is your guidebook. It will help any company put in place Nordstrom-style systems, motivational tools, and a service-oriented culture that leads to delighted, loyal customers.

This comprehensive handbook includes a wealth of new exercises for managers and trainers who work with frontline service providers. Implementation resources include:

  • Questions for assessing and improving your customer service culture
  • Exercises for improving teamwork, motivation, and selling effectiveness among your frontline employees
  • Secrets of Nordstrom's all-time top-selling salesperson
About the Author
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.

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