MARC Record from marc_columbia

LEADER: 02862cam a22003494a 4500
001 5287571
005 20100303222730.0
008 050321s2005 njua b 001 0 eng
010 $a 2004028848
020 $a0471702862 (pbk. : alk. paper)
035 $a(OCoLC)57208619
035 $a(OCoLC)ocm57208619
035 $a(DLC) 2004028848
035 $a(NNC)5287571
040 $aDLC$cDLC$dDLC$dOrLoB-B
042 $apcc
043 $an-us---
050 00 $aHF5415.5$b.S626785 2005
082 00 $a658.8/12$222
100 1 $aSpector, Robert,$d1947-
245 14 $aThe Nordstrom way to customer service excellence :$ba handbook for implementing great service in your organization /$cRobert Spector and Patrick McCarthy.
260 $aHoboken, N.J. :$bJohn Wiley & Sons,$cc2005.
300 $axviii, 270 p. :$bill. ;$c24 cm.
504 $aIncludes bibliographical references (p. 263) and index.
505 00 $g1.$tThe Nordstrom story : how a century of family leadership created a culture of entrepreneurship, consensus and service -- $g2.$tSpreading the service culture : publicly celebrate your heroes; promote from within -- $g3.$tLine up an cheer for your customer : create an inviting place to do business -- $g4.$tHow can I help you? : provide your customers with lots of choices -- $g5.$tNordstrom's #1 customer service strategy : hire the smile -- $g6.$tThat's my job : empower employees to act like entrepreneurs to satisfy the customer -- $g7.$tDump the rules : tear down the barriers to exceptional customer service -- $g8.$tThis is how we do it : manage, mentor, and maintain great employees -- $g9.$tRecognition, competition, and praise : create a sustainable, emotional bond with your employees -- $g10.$tSell the relationship : how frontline salespeople create lifetime customers -- $g11.$tThe sale is never over : secrets of Nordstrom's all-time top-performing salesperson -- $g12.$tPlay to win : encourage teamwork and team competitions at every level of your organization -- $gApp.$tNordstrom heroics : inspirational tales of teamwork and legendary customer service.
520 1 $a"The Nordstrom Way to Customer Service Excellence describes how Nordstrom earned its legendary reputation - and reveals the principles behind its phenomenal customer service. If you want to be the Nordstrom of your industry, this is your guidebook. It will help any company put in place Nordstrom-style systems, motivational tools, and a service-oriented culture that leads to delighted, loyal customers."--BOOK JACKET.
650 0 $aCustomer services$zUnited States$vHandbooks, manuals, etc.
610 20 $aNordstrom (Firm)$xManagement.
650 0 $aDepartment stores$zUnited States$xManagement.
700 1 $aMcCarthy, Patrick D.
856 41 $3Table of contents$uhttp://www.loc.gov/catdir/toc/ecip054/2004028848.html
852 00 $boff,bus$hHF5415.5$i.S626785 2005