tailieunhanh - the nordstrom way to Customer Service Excellence phần 6

Một lần nữa, như trong các bài tập trước, triệu tập lại các đồng nghiệp của bạn để so sánh các ghi chú, và sau đó tìm cách làm cho trang web của bạn thân thiện với khách hàngCung cấp các khách hàng của bạn với rất nhiều lựa chọnLàm thế nào để tình yêu Chúa? Hãy để tôi đếm những cách | That s My Job the returns with a smile knowing that many of those customers will come back. Some enterprising Nordstrom salespeople will even send a thank-you note to a customer who has returned a purchase. Wouldn t a gesture like that get your attention as a customer That kind of resourceful thinking was exactly what Everett Elmer and Lloyd Nordstrom had in mind when they established this generous warranty back when Nordstrom was a two-store operation. The brothers dreaded having to deal with obviously outrageous or unreasonable returns so they reckoned if they could pass off the responsibilities for the adjustments and complaints the business would be more personally enjoyable. We decided to let the clerks make the adjustments so they would be the fair-haired boys recalled Elmer. We told them If the customer is not pleased she can come to us and we ll give her what she wants anyway. The Nordstroms tracked the costs of the return policy for the first year and found they could afford to maintain it. Plus in a world where most retailers made returns an ordeal Nordstrom made the experience as painless as possible which generated priceless word-of-mouth advertising. It still does. Perhaps the most famous Nordstrom return story which the national press frequently cites is the tale of the salesperson who gladly took back a set of automobile tires and gave the customer a refund. What s wrong with this story Nordstrom has never sold tires but the story is true. In 1975 Nordstrom acquired three stores in Alaska from the Northern Commercial Company which was a full-line department store that sold many products including tires. After Nordstrom bought the stores the company converted them to Nordstrom eliminated lots of departments including the tire department. So when the cus-tomer who purchased the tires from Northern Commercial 123 WHAT SUPERVISORS CAN DO not Nordstrom brought them back to Nordstrom the return was accepted. This has become the quintessential Nordstrom .