Описание: Research confirms that it is six times more costly to attract a new customer than it is to retain an existing one. Creating a culture of service excellence requires planning, preparation, and persistence.
Описание: A new "how-to" version of a customer service classic First published in 1995, The Nordstrom Way has consistently been one of the bestselling backlist books on customer service, with over 100,000 copies sold. This new book replaces The Nordstrom Way with an even more practical guide to becoming the "Nordstrom" of your industry. It is designed for customer service managers and trainers, who will find it an invaluable resource for designing their own training programs. Through training exercises, hiring questionnaires, and customer service development tools, the authors not only explain the principles of the world's best customer service company they help you implement them in your organization. The Nordstrom Way to Customer Service Excellence will help any organization focus on customer needs, follow-up, and ensure customer satisfaction in every transaction. Robert Spector (Seattle, WA) is a professional speaker and writer whose work has appeared in Women's Wear Daily, the Wall Street Journal, the New York Times, and USA Today. Patrick McCarthy (Seattle, WA) retired from Nordstrom after more than 30 years of service. He was one of the top-performing salespeople in the company.
Описание: The fully revised and updated edition of the classic book about Nordstrom`s extraordinary customer service In this new edition of the management classic, the authors explore in-depth the core values of the culture that have made Nordstrom synonymous with legendary customer service.
ООО "Логосфера " Тел:+7(495) 980-12-10 www.logobook.ru
