最 低 价：￥139.60
定 价：￥180.00
作 者：RobertSpector，Patrick D. McCarthy 著 著
出 版 社：吉林长白山
出版时间：2005-3-1
I S B N：9780471702863
| Introduction PARTⅠ:What Managers Can Do to Create Nordstrom-Style Service 1 The Nordstrom Story: How a Century of Family Leadership Created a Culture of Entrepreneurship,Consensus, and Service Exercise: What Is Our Company's History? 2 Spreading the Service Culture: Publicly Celebrate Your Heroes; Promote from Within Exercise: Tell the Story of Your Company's Heroes Exercise: What Do We Stand For? 3 Line Up and Cheer for Your Customer: Create an Inviting Place to Do Business Exercise: You're the Customer Exercise: Call Your Company Exercise: Surf Your Company's Web Site 4 How Can I Help You? Provide Your Customers with Lots of Choices Exercise: Expand Your Customers' Choices PARTⅡ:What Supervisors Can Do to Create Nordstrom-Style Service 5 Nordstrom's #1 Customer Service Strategy:Hire the Smile Exercise: Hiring Questionnaire Exercise: Empowering Compensation 6 That's My Job:Empower Employees to Act Like Entrepreneurs to Satisfy the Customer Exercise: What Does Empowerment Mean? Exercise: Empowering Compensation 7 Dump the Rules: Tear Down the Barriers to Exceptional Customer Service Exercise: Examine Your Rules 8 This Is How We Do It: Manage, Mentor, and Maintain Great Employees Exercise: How Do We Develop Our Employees? 9 Recognition, Competition, and Praise: Create a Sustainable, Emotional Bond with Your Employees Exercise: Praising Your Employees Exercise: Organize Recognition Meetings Exercise: Make Your Company Special Exercise: Goal Setting Exercise: Customer Feedback: Letters PART Ⅲ : What Employees Can Do to Create Nordstrom-Style Service 10 Sell the Relationship: How Frontline Salespeople Create Lifetime Customers Exercise: Measuring Both Feet Exercise: Tracking Spheres of Influence Exercise: Rewarding Vendors and Suppliers 11 The Sale Is Never Over: Secrets of Nordstrom's All-Time Top-Performing Salesperson Exercise: Create Your Own System Exercise: Get Feedback from the Customer 12 Play to Win: Encourage Teamwork and Team Competitions at Every Level of Your Organization Exercise: Team Achievement Exercise: Teamwork Requirements Exercise: Ethical Behavior Exercise: Ownership Exercise: Heroics Appendix Nordstrom Heroics:Inspirational Tales of Teamwork and Legendary Customer Service Notes Index |
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