The Nordstrom Way to Customer Service Excellence

Application 3: Vendor as Partners
If you expect excellence from your employees, you should expect the same from your partners and vendors.
Compile a list of qualities that elicit the following attributes in vendors and suppliers.
1. A sense of customer service.
2. A definition of customer service.
3. A desire to give customer service.
4. A willingness to work hard.
5. Judgment.
6. Creativity.
7. Dealing with difficult situations.
8. A competitive spirit.

Application 2: Ask the Question: What Does Great Customer Service Mean to You?

Application 1: Getting Feedback From the Customer

Make a list of the communication choices your organization offers your customers.
How does your customer like to communicate with your company?
Make a list of all the questions you can ask your customer in order to better understand your customer’s communication needs.
Compare and combine your list with those of your colleagues. Then come up with a master list of the best series of questions to promote the best in customer service.

Offer continuing education in the following areas:
Conflict resolution
Project management
Basic writing workshops
Self-development
Presentation skills
Time management
Effective people skills

1. A sense of customer service.
2. A definition of customer service.
3. A desire to give customer service.
4. A willingness to work hard.
5. Self–motivation.
6. Independence.
7. Judgment.
8. Creativity.
9. Dealing with difficult customers.
10. Teamwork.
11. An ability to achieve results.
12. A competitive spirit.

Why was the company founded?
What kind of challenges did the founder face?
Was there a time when it looked like the company was headed for failure?
How was the company able to overcome adversity and survive?
How has the company changed its business over the years?
How has the company responded and adapted to changes in the market?

What do we stand for?
2. What are the qualities that make our organization unique?
3. How do we see ourselves?
4. How do our competitors see us?
5. How do our customers see us?
6. How do our suppliers see us?

Answer the following questions:
Who founded the company?

You can’t outsource customer service.