tailieunhanh - the nordstrom way to Customer Service Excellence phần 7

Bạn là một khách hàng trả tiền, phải có tài sản, nhưng người trên điện thoại là nhận được tất cả sự chú ý "Mike, như Nordstrom, có một cuốn sổ tay phục vụ như là một hướng dẫn để những thứ như benef, cũng như chính sách cấm. trộm cắp, hút thuốc lá về sở hữu, | Dump the Rules You re a paying customer right there on the property yet the person on the phone is getting all the attention. Mike s like Nordstrom has a handbook that serves as a guide to things like benefits as well as policies prohibiting stealing smoking on the property and so on but when it comes to customer service Mike s again like Nordstrom likes to keep it simple. The biggest thing we tell them to do is to exceed customers expectations without slowing the operation down said Dahm. When someone gets his car egged that stuff does not come off with a car wash. You have to use some compound and some wax to remove it. It wouldn t be uncommon for one of my associates to say to the customer We re not too busy. Pull your car over here and let me clean it off for you. Terri Breining founder and president of Concepts Worldwide a meeting planning company said that the contracts that Concepts Worldwide enters into with clients spell out the guidelines of exactly what the firm will do for the customer on a particular project. But beyond the basic guideline project managers are unencumbered with a lot of rules and are allowed to do the job whatever way they want to said Breining. Each of our meeting planners has a different style of doing those things. Because of the individual styles of the project managers clients can choose the manager they want to work with. We ve had experiences where a client and one of our meeting planners didn t get along. We don t have a rule that the client has to work with that particular planner. Obviously Concepts Worldwide like every other business needs to be profitable and We expect our project managers to make sure that their projects are brought in within budget and that the clients are happy said Breining. But within those 151 WHAT SUPERVISORS CAN DO parameters they are relatively free to do whatever they have to do as long as it s not illegal or immoral. Tom Limberg general manager of the W Hotel in Seattle said that Good service is