the nordstrom way to customer service excellence phần 2

... used to fix up the store, whichwas immediately expanded to 20 feet With $3,500, they bought an inventory of shoes and opened their doors to customers in 1901 The store was named Wallin & Nordstrom ... never know if it was the right size, 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 ... 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

... 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

... by Nordstrom, 213–215 keeping process simple, 225–226 mentor ( Ray Black) and, 160 –161, 214 –215 multiple sales, 226–227 on never judging customers by their appearance, 203 on Nordstrom customer ... Gretchen, 216 McCarthy, Patrick, 211–230 becoming super salesperson, 217 becoming team player, 215–217 bonding with customers, 224 –225 dealing with customers, 223–224 f inding “my bliss,” 218–219 ... when the Short Hills team went into action The store manager f lew out the door to go to the store in northern New Jersey to buy the $2,000 dress for the customer He then met us at the customer’s

Ngày tải lên: 23/05/2018, 14:55

... of these correspond to the modals in meaning but are often if not always followed by the to- infinitive: Marginal modals ought to need (to) used to dare (to) Semi-auxiliaries have to be able to ... might be referred to either way So the dingo was also the native dog, the kookaburra was the laughing jackass or settler’s clock, and the koala the native bear By the end of the nineteenth century, ... automation automaton automobile autonomy autonomic autonomous A less obvious example is autopsy, which is literally “inspection with one’s own eyes” Its reference nowadays is so restricted to

Ngày tải lên: 24/07/2014, 09:21

... Connector/J To configure the driver, drop the driver’s JAR file into the lib directory of the gTunes application, as shown in Figure 2-12 Trang 4Figure 2-12. Adding the driver’s JAR file to the ... to use an HSQLDB database that sists to a file Listing 2-22 shows the production-database configuration per-Listing 2-22. The Production Data-Source Configuration Trang 5correctly, you need to ... other platforms) and essentially requires the following information: • The driver class name • The URL of the database • The username to log in with • The password for the username Currently the

Ngày tải lên: 13/08/2014, 08:21

... 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 ... more efforts to provide and satisfy more convenience services to customers Thereby, the author proposed a number of specific solutions aimed at maximizing the satisfaction of customer Trang 7Tôi

Ngày tải lên: 08/03/2021, 21:18

... Trang 42.1.5 Token Ring 2.2 Connecting Switches 2.2.1 Console Port Cables and Connectors 2.2.2 Ethernet Port Cables and Connectors 2.2.3 Gigabit Ethernet Port Cables and Connectors 2.2.4 Token ... Core 2 Basic Switch and Port Configuration 2.1 Network Technologies 2.1.1 Ethernet 2.1.1.1 Ethernet Switches 2.1.1.2 Ethernet Media 2.1.2 Fast Ethernet 2.1.3 Gigabit Ethernet 2.1.4 10Gigabit Ethernet ... Switches 12.1.1 Out-of-Band Management 12.1.1.1 Console Port Connection 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

Ngày tải lên: 10/12/2013, 14:16

... 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 ... per year to lure new customers and offer competitive rates, their existing customers usually pay much higher rates unless they switch to a different company or call their own company to negotiate

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 Web ... 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 Web ... 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 ... for Customer Development • Finally, we provide you with the steps to take in order to complete the first step of Customer Development: Customer Discovery Future books will attempt to tackle other

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

... 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 ... deliveries made to their personal customers Customer service means being there when the customer needs you,” said salesperson Annette Carmony “I sometimes deliver things to a customer who is disabled ... established rapport with a customer and has helped that customer put together the right look, the salesperson wants to make sure all of the customer s needs are met in order to complete the package For...

Ngày tải lên: 14/08/2014, 05:21

... 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 ... either “Look,” Robert told the supervisor, “I write books on customer service I speak to business groups all over the country 148 Dump the Rules about good customer service and bad customer service ... 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

... 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 ... customers Therefore, they are crucial to your organization’s ability to give customer service They must be empowered to establish relationships with your customers and to find ways to take care ... this together for me?’” Not surprisingly, whenever he’s not selling a customer in the store, Van is on the phone He generally makes 25 to 30 customer calls per day All the top performers at Nordstrom...

Ngày tải lên: 14/08/2014, 05:21

... fittings We 21 6 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 ... organization 22 9 WHAT EMPLOYEES CAN DO E X E RC I S E Get 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...

Ngày tải lên: 14/08/2014, 05:21

... by Nordstrom, 21 3 21 5 keeping process simple, 22 5 22 6 mentor ( Ray Black) and, 160 –161, 21 4 21 5 multiple sales, 22 6 22 7 on never judging customers by their appearance, 20 3 on Nordstrom customer ... Gretchen, 21 6 McCarthy, Patrick, 21 1 23 0 becoming super salesperson, 21 7 becoming team player, 21 5 21 7 bonding with customers, 22 4 22 5 dealing with customers, 22 3 22 4 f inding “my bliss,” 21 8 21 9 ... when the Short Hills team went into action The store manager f lew out the door to go to the store in northern New Jersey to buy the $2, 000 dress for the customer He then met us at the customer s...

Ngày tải lên: 14/08/2014, 05:21