The Nordstrom Way to Customer Service Excellence: A Handbook for Implementing Great Service in Your Organization: Includes Training Activities and Resources

Robert Spector9780471702863, 0471702862

The business community has long known that there were lessons to be learned from Nordstrom’s customer service, but until now, it was impossible to obtain any reliable information. Co-authored by Nordstrom’s top salesperson and based on interviews with the company’s sales and management staff, this book provides an uncensored look at how Nordstrom does it and how others can too.