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: A Handbook for Implementing Great Service in Your Organization

3.63 of 5 stars 3.63  ·  rating details  ·  179 ratings  ·  16 reviews
First published in 1995, "The Nordstrom Way" is a classic guide to great customer service. This new book replaces "The Nordstrom Way" with an even more practical guide to becoming the "Nordstrom" of your industry. Designed for customer service managers and trainers, as well as business owners, it's an invaluable resource for designing your own programs and initiatives. The...more
Paperback, 270 pages
Published March 8th 2005 by John Wiley & Sons (first published 1995)
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I suppose I could be biased - I share my name with the store - but I read this while I was in sales management and greatly enjoyed the book. Nordstrom developed a reputation for superior customer service in the most simple, straight-forward way possible: delivering it consistently. This didn't happen by chance, or automatically. It takes courage to empower front-line employees to "make it right." They have done that and it has paid off. If you're in management or sales, or customer service, give...more
I picked this up because, if you're a guy living on the West Coast, sooner or later your lady friends are going to mention Nordstrom. Growing up back east, I had never heard of this clothing and shoe retailer, but most ladies out here love them.

If even half the stories in the first five chapters of this book are true, then it's easy to see why. As a former manager, I think everybody working today needs to take on the attitude that, no matter what specifically you may do for a living, you are in...more
Oleg Kagan
Though the advice in The Nordstrom Way is good and the anecdotes fit the bill, the book blew the same note one too many times. Though it was broken down into ten chapters, by about the middle it all began to run together -- yes, Nordstrom has great customer service, yes, the salespeople will sometimes go out of their way to help you. Other companies would be well-served to emulate these qualities. Frankly, the job is made quite a bit easier when, like Nordstrom, a company sells luxury goods. Lik...more
Jesse Peterson
I read this book because I work in retail for a young adults' clothing store and I constantly try to improve my customer service. I very much liked this book and found it very helpful, however, the first couple of chapters about Nordstrom's beginnings I found uninteresting. There are several typos and grammatical errors which can be distracting, and the book repeats itself a few times. However, I found the customer service tips and true stories to be very helpful, even for my work where I am pai...more
I recognized some similarities between the Nordstrom Way and my employer's way, and was heartened that such a big company as Nordstrom is able to succeed at giving individual employees a lot control over how they do their jobs. The later chapters of this book, which discussed the future of retailing as it looked around 1995, were really interesting as far as seeing what did and didn't come to pass.
This is a great book for anyone who needs to improve customer service skills. Actual stories of how Nordstrom employees practice the ultimate in customer service are used to illustrate.
Bill Donhiser
A Great book on Customer service and the history of Nordstroms. A little dated now but the concepts are sound and it is well worth the time spent reading
This book outlines the ultimate in customer service skills by using actual examples of service practiced by employees at Nordstrom.
Jim Serger
Outstanding book on what it means to deliver customer service-- both from the owner and the employee perspective. Grab it and learn.
Written in the mid 90s, this book is a bit out of date. I'd be interested in an updated version with a focus on ecommerce.
Amanda Carmichael
this was a great book about nordstrom...good reading before an interview.
Good book for anyone in retail sales.
Personal customer service is Key.
Enjoyed reading about what Nordstrom was built on. Customer service.
excellent for anyone in customer service
Great book on customer service!
Getting ready for DML staff day!
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The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization The Nordstrom Way: The Insider Story of America's #1 Customer Service Company (Norddstrom Way)

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“That was a tremendous learning experience,” said McCarthy. “Never judge a book by its cover; open it up. If you treat a kid who is buying a $19.95 belt the same as a businessman buying a $1,995 Oxford suit, you will be successful. That kid might become a customer for life.” 0 likes
“Our people don’t have one look, one background, one culture,” says Erik. “The common thread is they are themselves. They are genuine.” 0 likes
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