the nordstrom way to customer service excellence phần 1

... by Robert SpectorThe Nordstrom Way: The Inside Story of America’s Number One Customer Service Company Lessons from the Nordstrom Way: How Companies Are Emulating the #1 Customer Service Company ... the simplest explanation for whatmakes Nordstrom Nordstrom is that Nordstrom salespeople putthemselves in the shoes of the customer They do whatever theycan to make life easier for their customers ... aboutempathy, they forget about the customer When they are on theother side of the sales counter or the telephone or the front desk or the reception area, they think about the rules, the process, themanual,

Ngày tải lên: 14/08/2014, 05:21

... but the customer bought them anyway. Opening day sales totaled $12.50. The next day, Saturday, the store stayed open from eight o’clock in the morning until midnight; receipts were $47 Bythe ... iguratively“raised kneeling in front of the customer,” said Bruce In fact,they toiled for years in the stockroom before their fathers “everallowed us near a foot.” In 1968, the brothers, whose net worth and ... what they saw,” Jim recollected “So, the idea of Trang 7[ensuring their] security and selling it to another company pealed to them.” The brothers believed the main reason they suc-ceeded was their

Ngày tải lên: 14/08/2014, 05:21

... bombing, 132–133 Osborne, Alfred E., Jr., 21, 129 Ownership, loyalty and, 165–166 Pacesetters, 117–118, 158, 159–160, 180 –181, 196 Personal book, 196–198, 217 Personal Shopper, 52 Peters, Tom, 19 ... 96, 102, 120 –121, 125–126, 145, 161–162, 201–202, 204 Mentoring See Employee development/ mentoring Middlemas, Bob, 35–36, 75–76, 98 Mike’s Express Carwash, 58–59, 108–109, 133–135, 150 –151, 167, ... feedback, 182–183, 187 examples from other companies, 183–184 exercises, 185–186 goal setting, 178–181, 186–187 keys to success, 184 –185 praising employees, 185 recognition meetings, 175–178, 182, 185–186

Ngày tải lên: 23/05/2018, 14:55

... on the internet they appear in the ratio of 5:4 Of the two, abattoir is easier to work with, because there’s no doubt that the following verb is singular If you use abattoirs, it poses the further ... what they will present as thenorms of the language, to equip their students with the essentials as well as ensurethat their knowledge is robust enough to cope with the vagaries of actual usage (Theinclusion ... than hitherto, and The Cambridge Australian English Style Guide aims to map this widened range of options in the 1990s—and to subject the older canons of English usage to fresh scrutiny in the light

Ngày tải lên: 24/07/2014, 09:21

... Scriptlets 109 GSP as GStrings 110 Built-in Grails Tags 111 Setting Variables with Tags 111 Logical Tags 112 Iterative Tags 113 Filtering and Iteration 114 Grails Dynamic Tags 116 Linking ... 117 Creating Forms and Fields 119 Validation and Error Handling 123 Paginating Views 125 Rendering GSP Templates 132 Creating Custom Tags 136 Creating a Tag Library 137 Custom ... Understanding Views 107 ■ CHAPTER 6 Mapping URLs 143 ■ CHAPTER 7 Internationalization 159 ■ CHAPTER 8 Ajax 171 ■ CHAPTER 9 Creating Web Flows 199 ■ CHAPTER 10 GORM 249 ■ CHAPTER 11 Services

Ngày tải lên: 13/08/2014, 08:21

... CHƯƠNG 1: GIỚI THIỆU ĐỀ TÀI 11 1.1 Lý do hình thành đề tài 11 1.2 Mục tiêu đề tài 12 1.3 Phạm vi thực hiện 12 1.4 Quy trình và Phư ng ph p thực hiện 12 1.4.1 Quy trình thực hiện 12 1.4.2 ... master thesis: “Solution to enhance customer service for Phan Van Tri Superm rket It was conducted to identify the actual problems of the supermarket Then it proposes solutions to improve customer ... the supermarket The results of the study shows that customer service's supermarket is not well served and customers have higher requirements Therefore, it is imperative for the supermarkets to

Ngày tải lên: 08/03/2021, 21:18

... 11.4.3 Configuring Route Filtering 11.5 Core Layer Policy 12 Monitoring and Troubleshooting 12.1 Monitoring Cisco Switches 12.1.1 Out-of-Band Management 12.1.1.1 Console Port Connection 12.1.1.2 ... Introduction 1 The Campus Network 1.1 The Traditional Campus Network 1.1.1 Collisions 1.1.2 Bandwidth 1.1.3 Broadcasts and Multicasts 1.2 The New Campus Network 1.3 The 80/20 Rule and the New 20/80 ... 12.1.1.2 Serial Line Internet Protocol (SLIP) 12.1.2 In-Band Management 12.1.2.1 SNMP 12.1.2.2 Telnet Client Access 12.1.2.3 Cisco Discovery Protocol (CDP) 12.1.3 Embedded Remote Monitoring 12.1.4

Ngày tải lên: 10/12/2013, 14:16

... Features 13 Measured vs Flat Rate Service 13 Lifeline (Reduced Rate Due to Special Circumstances) 15 Distinctive Ringing Service 16 Caller ID Service 18 Caller ID Blocking Service 19 Suspending ... incentive to sign up for the service If it is essential for you to know who called, regardless of whether the caller leaves a message, then there is really no substitute for this service Otherwise, there ... Seldom are there any strings attached to these checks—such as how long the person receiving the check must remain a customer of the company sending the check However, there will always be a statement

Ngày tải lên: 15/03/2014, 09:20

... Trang 1The Insider’s Guide to Customer Service on the Web Ten Secrets for Successful Customer Service by Greg Gianforte, RightNow Technologies The Insider’s Guide to Customer Service on the ... to support customers and forge closer relationships with them That means it's also a great place to lose customers, too How do you lose customers on the web? The same way you lose them in the ... Summary The web is a great place to do customer service It's where people go to find answers fast It provides a way for customers to navigate their way through lots of content to find the particular

Ngày tải lên: 28/06/2014, 12:20

... Trang 1The Insider’s Guide to Customer Service on the Web Ten Secrets for Successful Customer Service by Greg Gianforte, RightNow Technologies The Insider’s Guide to Customer Service on the ... to support customers and forge closer relationships with them That means it's also a great place to lose customers, too How do you lose customers on the web? The same way you lose them in the ... Summary The web is a great place to do customer service It's where people go to find answers fast It provides a way for customers to navigate their way through lots of content to find the particular

Ngày tải lên: 28/06/2014, 17:21

... actually the usual business concept where the interaction of the business and the customer is more of a face to face scenario The physical connection is present between the customer and the products ... offered promos and saving to customer Target was able to reach their market in a faster and more effective way vs them sticking to the usual way of promoting their store and products For offline ... between the business and the customer All is done online and often at the convenience of the customer’s home Though through this practice, the personal Trang 9touch is lost, as a compensation, there

Ngày tải lên: 01/07/2014, 11:19

... satisfied: 1 The customer is willing to pay for the product. 2 The cost of acquiring the customer is less than what they pay for the product 3 There's sufficient evidence indicating the market ... from incumbents, but expands the size of the market by selling to new customers brought to the market by the new functionality Either customers will stop using a competitors' productand use yours ... order to test another path Ultimately, you either find thepath, or realize that the market has spoken and close the business Customer Development Trang 14What CustomerDevelopment is Not Customer

Ngày tải lên: 04/07/2014, 20:51

... want customers to leave; Nordstrom wants customers to stay Consequently, the company will whatever it takes to keep that customer in the store, to continue to give him or her the opportunity to ... enable the customers riding on the escalators to quickly scrutinize the full spectrum of the selling f loor The aisles give shoppers the freedom to circle the store and to plunge into the center ... department (Nordstrom believes that if you can lure customers to the perimeter back walls of the store, they are more apt to make a purchase.) “If someone wants to walk all the way around the store, they’re...

Ngày tải lên: 14/08/2014, 05:21

... day To get customers to leave Frederick & Nelson or The Bon Marche [the then-prominent downtown Seattle department stores] and go to our store, they had to everything right,” said John N Nordstrom, ... a Nordstrom practice to split sizes so that the customer doesn’t have to buy two full pair of shoes After they have measured the customer s feet, Nordstrom salespeople are trained to show customers ... the customers come into the store You can have all the pep rallies in the world, but the best motivation is stocking the right item in the right size at the right price.” Bob Middlemas, who today...

Ngày tải lên: 14/08/2014, 05:21

... questions that elicit the following attributes in new hires: 10 11 12 A sense of customer service A definition of customer service A desire to give customer service A willingness to work hard Self-motivation ... Portland-area Nordstrom to pick up a dress for a customer who had to attend a funeral, and then drove back to the Washington Square store where she handed over the garment to the deeply appreciative customer ... family history To maintain that loyal customer following, Nordstrom allows salespeople to sell merchandise to their customers in any 11 5 WHAT SUPERVISORS CAN DO department throughout the store The...

Ngày tải lên: 14/08/2014, 05:21

... either “Look,” Robert told the supervisor, “I write books on customer service I speak to business groups all over the country 14 8 Dump the Rules about good customer service and bad customer service ... Nader “He said, The salespeople are the ones who can bring the message from the customers to management—they tell us what they need in order to be able to make the customers happy If the salespeople ... takes to satisfy customers As they readily concede, when they were young salespeople and didn’t have what the customer asked for, they weren’t good enough salespeople to be able to switch the customer...

Ngày tải lên: 14/08/2014, 05:21

... morning prepared to give an honest day’s work and to value and honor the customer. ” Over the rest of his career, as McCarthy rose to the top of the Nordstrom mountain, he became a mentor to many employees ... recalled The way I saw it, the Nordstroms were taking all of the risks and providing all of the ingredients the nice stores, the ambiance, the high-quality merchandise to make it work All I had to ... customer walked into the department, but that salesperson was not on the f loor, I would say to myself, ‘Yes, that’s her personal customer, but how can I help that customer today?’ I wanted to...

Ngày tải lên: 14/08/2014, 05:21

... empowered to establish relationships with your customers and to find ways to take care of your customers in every way possible They must be able to listen to the customer, understand the customer s ... He would then invite the customer to Nordstrom to get his shoes shined (Dover picked up the tab) That offer got the customer back into the store, where Dover would have the opportunity to sell ... me to treat my customers the way I want to be treated, with professionalism,” said Theresa “If you that, the customer will always come into the department looking for you to take care of them...

Ngày tải lên: 14/08/2014, 05:21

... fittings We 216 The Sale Is Never Over visited their homes to help them take an inventory of their wardrobe We told them what to keep and what to discard Their wives were so appreciative, they would ... Knowledge Another way for sales associates to earn the confidence of their customers is to be well versed in the merchandise they sell When stocking merchandise, McCarthy used the time to memorize ... Feedback from the Customer The more information you get from your customer the more able you are to take care of your customer Ⅲ Make a list of the choices your organization offers your customers Ⅲ...

Ngày tải lên: 14/08/2014, 05:21

... bombing, 13 2 13 3 Osborne, Alfred E., Jr., 21, 12 9 Ownership, loyalty and, 16 5 16 6 Pacesetters, 11 7 11 8, 15 8, 15 9 16 0, 18 0 18 1, 19 6 Personal book, 19 6 19 8, 217 Personal Shopper, 52 Peters, Tom, 19 ... 96, 10 2, 12 0 12 1, 12 5 12 6, 14 5, 16 1 16 2, 2 01 202, 204 Mentoring See Employee development/ mentoring Middlemas, Bob, 35–36, 75–76, 98 Mike’s Express Carwash, 58–59, 10 8 10 9, 13 3 13 5, 15 0 15 1, 16 7, ... feedback, 18 2 18 3, 18 7 examples from other companies, 18 3 18 4 exercises, 18 5 18 6 goal setting, 17 8 18 1, 18 6 18 7 keys to success, 18 4 18 5 praising employees, 18 5 recognition meetings, 17 5 17 8, 18 2, 18 5 18 6...

Ngày tải lên: 14/08/2014, 05:21