Don't say no: The Success Story of America's Top Customer Service Company: 2nd Edition

Author: None
Publisher:
Publish Date: 2003-09-01
Features: This book can be considered a comprehensive introduction to advanced foreign "customer service" experiences in China. It stands out with its distinctive features, becoming an invaluable "customer service bible." The book primarily demonstrates the following characteristics:
1. Clear theme. The entire book follows a single thread—"customer service"—to introduce the success experiences of Nordstrom, an American retail giant, to Chinese readers.
2. Rich and detailed cases. The two authors cite numerous real and heartwarming examples from family members, senior executives, sales staff, and many customers.
3. Vivid and engaging language, highly readable. The extensive use of quoted language makes the book enjoyable to read, like a wonderful "customer service journey."
4. "Success Secrets" at the end of each chapter are a concise and summarized account of the company's success story, especially its customer service philosophy, offering greater reference value for various Chinese enterprises.
When customer service swept the business world, with every company mentioning the term, one company had long regarded customer service as the soul of its business a century ago and achieved extraordinary success, becoming a retail giant and hailed as the top customer service company in the U.S. It earned the admiration of even its rival, Walmart, and created this miracle—Nordstrom.
The book describes the challenging yet thriving journey of Nordstrom as a family-owned business across generations, its culture of empowering employees, and how it tightly grasps the concept of customer service to actively respond to new challenges. The book provides an insightful introduction to how to conduct customer service, with the "Success Secrets" at the end of each chapter offering extremely high reference value.