Title: Purpose to give Nordstrom people a standard to aspire t
1The Nordstrom Way
2The Nordstrom Way
- What can we learn from a department store?
- Customer Service 101!
- 1. HUMBLE You need to be humble to do service
- 2. Everything begins with the customer!
- 3. Think like the customer!
3The Golden Rule
- Always think
- How will it affect my customer? If I was in the
customers, how would I feel? - Do whats right for the customer and you have
done whats right for the organization.
4The Nordstrom Way to Customer Service Excellence
- The book is divided into three parts
- Part I What Senior Managers Can Do in an
organization to Create an identifiable and
sustainable culture the way Nordstrom has done
it. - Part II What Frontline Managers Can Do to
provide in an atmosphere where staff are giving
great customer service. - Part III What Employees Can Do explores what the
role of those individuals in giving great
customer service
5The History of Nordstrom
- John Nordstrom was born in Alvik Neder Lulea,
Sweden, in 1871 - Partnering with Carl F. Wallin, the original
small shoe store opened in 1901 on the corner of
Fourth and Pike in Seattle - First named Wallin Nordstrom, then Nordstroms,
and lastly, Nordstrom. - offer the customer the best possible service,
selection, quality and value.
6Part I What Senior Managers Can Do
- Managers create, maintain, and support the
corporate service culture. They consciously
spread the culture of service throughout the
organization and among new hires
7Part I What Senior Managers Can Do -Tools to
Value Your Employees
- Heroics Employees who witness a colleague
giving excellent customer service are encouraged
to write up a description of what they saw and
submit it to their manager. - Purpose to give Nordstrom people a standard to
aspire to and to surpass. - Outstanding acts of customer service are rewarded.
8Part I What Senior Managers Can Do Keys to
Success
- Make customers feel comfortable by paying
attention to every detail of the experience
bricks and mortar or virtual. You must create an
inviting place to do business - Make your public voice or face a pleasant one
- Create an atmosphere of helpfulness
- Create an atmosphere of professionalism
- Educate your customer to make sound choices
9Part II What Supervisors Can Do to Create
Nordstrom Style Service Keys to Success
- Nordstrom believes it is frontline supervisors
that must create the atmosphere and the customer
culture service to support senior managers. How? - Hiring the right people
- Empowering staff
- Mentoring employees
- Praising and rewarding employee successes or
services
10Part II What Supervisors Can Do to Create
Nordstrom Style Service Keys to Success
- Hire The Smile Train The Skill
- (Is This A Problem For Librarians, Why?
Perception) - Hire The Personality And The Confidence
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12Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Leo Kuntz VP Washington/Alaska stores says
people work at Nordstrom because - Opportunity for growth
- Freedom (There are almost no barriers to doing
your job) - Feeling that you are apart of something
meaningful - Feeling valued
13Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- The Nordstrom Way includes hiring good people and
keep working with them, nurturing them, and
giving them the tools to succeed - Empower employees Nordstrom gives its people on
the sales floor the freedom to make
entrepreneurial decisions and management backs
them on those decisions. (store of Van Mensah and
the shirts washed in hot water)
14Nordstrom Inverted Pyramid
- The Inverted Pyramid represents the companys
philosophy and structure, placing customers at
the top. Next are those who directly serve
customers
15Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Hire people who are looking to assume
responsibility and ownership of their work - Trust the people you hire, trust their judgment
- Give them freedom to make decisions
- Push decision-making responsibility and authority
down to the lowest level possible - Encourage employees every step of the way.
16Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service
- The Nordstrom way includes hiring good people and
keep working with them, nurturing them, and
giving them the tools to succeed - Mentoring Nordstrom encourages employees to
find a successful salesperson to watch how he or
she does business. (You can observe a lot just by
watching) - The atmosphere of mentorship starts with the
store manager, who understands the culture.
Managers lead by positive example. - Employees are also encouraged to find their own
style, niche, their own way of taking care of
business.
17Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Find ways to motivate employees
- Treat employees with dignity and respect
- Utilize as training tools people who have grown
up in a culture - Provide a culture where people encourage each
other. - Recognition reinforces the areas that should be
continue Recognition meetings
18Part II What Supervisors Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Recognition reinforces the areas that should be
continue Recognition meetings - Praise employees for great acts of customer
service - Reward those great acts
- They encompass four key aspects (Kunz)
- Demonstrating sincere, authentic appreciation
- Emphasize the team spirit
- Teach people something new
- Perpetuate the culture
19Part III What Employees Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Staff must understand that they are on the
frontlines in making an organization a
customer-service culture. - Frontline people must have a thorough knowledge
of the products and services an organization
offers because it is through those products and
services that relationships are created,
nurtured, and maintained. - Building and maintaining relationships with
customers are essential elements to a good
customer service philosophy.
20Part III What Employees Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Relationships are the essence of customer
service. - Service Sell Relationships
- People like to do business with people they like!
How? - Know the product
- Know your resources
21Part III What Employees Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Relationship Building Principles
- Give clients more than they expect
- Leave clients something to remember you by
- Think the project (problem through)
- Ask yourself If I were the client would I pay
for this - Dont give reasons why it cant be done Tell
how it can be done and the consequences.
22Part III What Employees Can Do to Create
Nordstrom Style Customer Service Keys to
Success
- Relationship Building Principles
- Dont wait to do it if it can be done now
- Service the client not the project
- You dont know if you dont ask
- Start a conversation with one new person every
day - Write ideas being discussed in front of clients
23Part III What Employees Can Do to Create
Nordstrom Style Customer Service Keys to Success
- Listen to the customer
- Understand customers needs
- Emphasize knowledge of your products and services
- Be honest and sincere
- Track your sphere of influence
- Service the client not the project
- Become a source for new ideas
- Take responsibility
24The Nordstrom Way Combines
- Customer Service
- Sales (results-oriented company)
- Teamwork
- Nordstrom believes that teamwork brings
individuals closer together
25Gees Seven Keys to Delivering Great Service
- The Right Attitude
- Maintain a positive frame of mind
- Prepare yourself
- Think about why you are there
- Pay attention
26Seven Keys to Delivering Great Service
- Understand the Customers Needs
- Prepare for a customer interaction
- Listen with an open-mind
- Understand what a need is
- Verify and clarify needs
- Be honest
27Seven Keys to Delivering Great Service
- Communicate Clearly
- Be clear
- Stick to the point
- Be honest
- Avoid the following phrases when giving
information - Ill be honest with you
- I cant
- Ill let you know. Tell When
28Seven Keys to Delivering Great Service
- Communicate Clearly cont
- How to give unwelcome information
- Accept responsibility
- Be direct
- Good news Bad news approach
- Dont tell them do you want to hear the good news
or the bad news first - Encourage the customer to participate in finding
the right solution - Acknowledge the customers feelings
29Seven Keys to Delivering Great Service
- 4. Reach Agreement
- Working with diversity, not against it
- Looking for the win-win solution
- Company policy
- Whether the customer needs training on product
use - The cost involved
30Seven Keys to Delivering Great Service
- Reach Agreement cont.
- Build on the customers proposal
- Explain to the customer why you offered the
solution and how it will help the situation - Ask questions to gain a better understanding of
the situation - Check you understanding by explaining the problem
in your own words - Incorporate the customers ideas into your
solution - Build and communicate on the joint ideas
- Be creative
- Promises
31Seven Keys to Delivering Great Service
- 5. Check Understanding
- Steps
- Make sure the customer understand the solution
youve offered them - Be prepared for customer input
- Verify the facts
- Check for agreement plan
- Accept responsibility
- End on a positive note dont brush off customer
- Manage customer expectations
32Seven Keys to Delivering Great Service
- 6. Take Action
- Turning negatives into positives
- Right thought comes before right action
- Behavior is what customers remember
- When the company is used as an excuse for bad
action
33Seven Keys to Delivering Great Service
- 7. Build on Satisfaction
- Be helpful
- On the front line