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The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
by Robert Spector
from Wiley
Customer Reviews:
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Avg. Customer Rating: 4.0 / 5.0 
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great teambuilder
we purchased this book for everyone in our office - in hopes that each person would gain one tidbit of information to better serve our customers. it sparked a great conversation and opened up several areas that we could improve on. it helped our staff feel like a part of the decision making process because it wasn't us...the owners.... telling them that there was a need for improvement.
plus - i keep hearing the staff discuss the book - so i think it was a great activity for everyone to read.
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Insist on good service! You're paying for it! 
Every business or organization that claims to have (or value) good customer service should implement a customer service class based on the 'Nordstrom Way'.
I became a customer after visiting their Seattle store and became converted. Truly wonderful, personal, personable customer service.
Other stores and businesses could benefit as well: cell phone service providers, 'home' hardware stores, 'copy' shops, etc.
In the past few years, it seems that the crush of a crowded market place has... more info
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Interesting, fun, informative -- but not that practical 
The Nordstrom Way is sort of like two books in one. The first, a business biography, would merit 4 stars; five if expounded upon. The second, however -- and the real intent of this book -- a customer service "how to," is a bit lacking. The reason: Nordstrom's customer service is so over the top that most businesses in most industries would go bankrupt putting its principles into practice. Nordstrom department stores have thrived by servicing a niche market of customers who are willing to pay a premium for... more info
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Great stories of the best Cust. Service around
I was very excited to read this book after enjoying Spector's book on Amazon.com. The author did not disapoint and I enjoyed this book much more than his last!
The best part of the book are the examples used. In addition to Nordstrom, he has also incorporated examples from another large company, and a few small and midsize companies as well. No matter what industry you are in, or the size of your firm...you will get value out of this book.
It's a fast read and would be great to share with... more info
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