A Handbook For Implementing Great Service In Your Organization
This new edition de-emphasizes the story of Nordstrom and instead focuses on 15 principles for excellent customer service that can be applied in any organization. 100 pages of the book are devoted to training exercises and material that can help any organization deliver Nordstrom-style customer service. Nordstrom was founded in 1900 as a small Seattle shoe store; it became a full department store in 1963 and now has 148 stores in 27 U.S. states, as well as 31 international boutiques and Nordstrom.com. The company maintains its old-fashioned values; their no.1 goal is to provide outstanding customer service.
