“The greatest beach volleyball team of all time"  Valerie has the longest and most impressive winning streaks in  professi...
 Nordstrom Department Stores were founded  in 1901 by a Swedish immigrant named  Jonah W. Nordstrom The first store was ...
The NordstromWay to CustomerService Excellenceby Robert Spector andPatrick McCarthy
   The company promotes internal excellence    and recognizes people for what they call    “Heroics”.   They empower the...
   They recognize the “Nordies” that go    above and beyond to help people   Their corporate culture is very “humble”   ...
Employee Handbook
Employee Handbook
 The    Nordstrom Business Model combines › Customer Service › Sales / Results Orientated   Company › Teamwork
   Make your place of business inviting   Make your public voice or face a    pleasant one   Create an atmosphere of he...
 Provide  a consistent  experience across all  channels Hire the Right People Make them Feel Valued Reward Exceptional...
   Does your office need aMake   your           “facelift”? office inviting       › Paint & Carpeting                   ...
   Is staff friendly?Make  your        Do they greet people when public voice       they come?                   Do th...
Office/       Board Maintenance    Meetings
Office/       Board Maintenance    Meetings
   Coop Staff                  Board of Directors    › Tell prospective           › Orientate the new      members about...
   Office   Brochures   Floor Plans   Paperwork   Voice Mail   Website   Advertisements   Maintenance
   Do you have the right people    in the right positions?   Do they want to be there?   Are they trying to solve    pr...
   Previous industry    experience should not    be a factor   Hire people who enjoy    people   Hire the smile, train ...
   Hire personality and    confidence   People who take    ownership   Include co-workers    and other employees    in ...
   Treat employees with    dignity and respect   Invest in your good    people   Empower the staff to    make decisions...
 Terminate  the Employees that do not fit the characteristics you need or your company culture
 Be Positive Prepare for customer interaction Pay Attention and Really Listen Keep an open mind Think about why you a...
TRIED AND TRUE PHRASES                            “How can I Help?” – And then carefully listen                         ...
   Let customers vent their feelings, encourageAN UNSATISFIED CUSTOMER IS A GOLDEN OPPORTUNITY                           ...
 HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! ...
 Set a good example – Your attitude is  contagious Focus on employee happiness Create a culture of autonomy Encourage ...
Customer service
Customer service
Customer service
Customer service
Customer service
Customer service
Customer service
Customer service
Upcoming SlideShare
Loading in …5
×

Customer service

5,079 views

Published on

Published in: Business, Education
1 Comment
3 Likes
Statistics
Notes
  • Very useful and makes a great training resource. Because we enjoyed this and rate it so highly, we've embedded this in our MTL Course Plans on ManageTrainLearn and on our online courses on My Learning Log so it's available to a bigger audience. Thanks!
       Reply 
    Are you sure you want to  Yes  No
    Your message goes here
No Downloads
Views
Total views
5,079
On SlideShare
0
From Embeds
0
Number of Embeds
4,114
Actions
Shares
0
Downloads
35
Comments
1
Likes
3
Embeds 0
No embeds

No notes for slide
  • Ask the audience…Nordstroms? are customer who want to buy things.Who are the customers on Cooperatives?Members ProspectsWhat about Vendors, Contractors, Service People.. EVERYONE you come in contact with could be a future member or give a recommendation to friends and relatives
  • Ask the audience…Nordstroms? are customer who want to buy things.Who are the customers on Cooperatives?Members ProspectsWhat about Vendors, Contractors, Service People.. EVERYONE you come in contact with could be a future member or give a recommendation to friends and relatives
  • Ask the audience to give examples of Good Customer Service?Companies that come to mind who have excellent customer service?Disney, Starbucks, Chick fil aBad customer service experiences?Alicia’s Iphone storey Apple & Iphone
  • It is a long standing tradition that each generation of Nordstrom’s makes their children work in a store during breaks from school, they start in the stock room and work their way up…Nordstrom’s is known worldwide for its excellent customer service… People use the word Nordstrom as a synonym for Excellence…Companies use the term… We want to be the Nordstrom's of Property Management,You want to be the Nordstrom’s of Housing or Cooperatives…
  • People word wide have studied the Nordstrom’s company to learn How they do what they do so it can be emulated…. Everyone wants to be the best, how have they succeeded?There have been many books written about Nordstrom’s customer service, the one that we looked at was….
  • A women who had driven by a Nordstrom’s store discovered when she got home that she had lost a hubcap on her car, she called the store and asked if there was anyone there that would check the road that ran by the store to see if her hubcap was there. An employee did check and found it, she brought it back to the store, washed it and notified the customer who came to pick it up….A man who purchased a suit at Nordstrom’s wrote a letter complaining that he had trouble getting his new suit to fit after several visits for alterations, when the president of the company heard about the complaint he sent a new suit to the man’s office along with a Nordstrom tailor to make sure the pants and jacket fit was perfect. When the alterations were made he had the suit delivered to the man at no charge.Another women tells a story about her 33 year old sister who was in Seattle to undergo a bone marrow transplant for leukemia. Her sister was a former model who had always taken pride in her appearance. Her sister took her for an outing to Nordstrom’s, they had heard the stories about Nordstrom’s customer service but had never been in a store. She said her sister was very pale and sick looking and had to be wheeled around in a wheel chair, she looked so bad that most people avoided them. They were going through the cosmetics area and a women from the Estee Lauder counter stepped up and asked if she could put some makeup on my sister. For half an hour she made the women feel like a million bucks eventhough it was apparent that she wouldn’t get a sale since the woman was too sick to worry about makeup. The women died shortly after that but her sister will always remember the saleswomen who made her sister feel beautiful even though she knew she wasn't going to make a sale.
  • That says it all and shows how they really empower their employees.
  • That says it all and shows how they really empower their employees.
  • What do we say about Results Orientated … Lower Vacancy, Less turnover, More $
  • No talking points here – Go into each one on a separate slide
  • --
  • Nordstrom’s pays attention to all detail of their stores…Lighting, Layout, Piano Player, Very spacey, Dressing Room, Bathrooms, Coffee Bar area, all areas have a plush and rich feel about them-Your office should be clean, pleasant, smell good, not cluttered-Is it someplace you would want to spend the day? Is it something that welcomes the members and prospects?OfficeBoardItems Above Plenty of Seating at Meetings Well Lit Refreshments Plenty of advance notice Easy to access
  • Office/ MaintenanceSee aboveBoardDoes the board encourage members to come to meetings?Do they listen or do they show their frustration or disapproval over ideas?Eye rolling or sounds of displeasure, cutting people offfDoes the membership think coming to a meeting will make a difference?
  • Office/ MaintenanceDo people feel welcomed or do they feel bothered?Does the staff genuinely care about the people?Do they help solve problems or just make people angry?Board MeetingsDo members feel like you want their input?Do they feel like their input makes a difference?Do you have open meetings?Do you encourage members to participate?
  • Before displaying the bullet points – Ask the audience what Professionalism means or doesn’t meanI think this would be a good time to acknowledge that the number 1 reason people move in the “apartment” industry is their dissatisfaction with the maintenance of their home. What can you do to ensure maintenance is providing top-notch service to Members?Office /MaintenanceEmployees dressed nice?Are they talking on cell phones?Are they talking to other employees about personal business?Personal Calls?Chewing gum?Board of DirectorsDo your open meetings have consistent structure?Parliamentary Procedure?Are Board Members discussing things outside of the meeting?Do board members present a united front?
  • The office staff needs to distinguish it’s coop from other apartment communities in the area by educating the prospects about housing cooperatives and how they are different, this needs to be continued with membership orientation and educating the membership through activities and functions…
  • I can’t say this enough. This is a personal belief of mine that I have seen over and over. You can’t train someone to be friendly or nice, you can only train them the job skills.
  • Why would we include co-workers? The person you hire needs to be a good fit for the team. Makes employees feel valued, you care about their opinion. Shows them you trust their judgment.
  • Nordstrom’s ran an ad in a new market where they were opening a new store: It said, Wanted: Clever People PowerNordstrom’s was opening a store in Southern California, they were only know in the Northwest and didn’t have a name in this part of the country, the only people who knew who they were, were people who were from the East Coast.This shows the emphasis that they put on hiring the right type of personality, not necessarily the experience. If you didn’t know what Nordstrom’s was you would have not idea what the company was selling. The ad encourages all types of people to apply if they fit the characteristics listed above.
  • Invest in People by training them and recognizing their achievements through positive reinforcement. It creates loyal people who feel valued and will take ownership.Do they feel valued? Do they feel like they can make decisions or are given a chance to make decisions? Are they micro managed by management or the board of directors? If so, why is that? You don’t think they will make good decisions? Then you need to find someone else. If you are doing it because you are controlling then you may need to reevaluate your management methods or you can /will lose good people.Praise and reward; If you attended the Zero Club class presented right before this session, it focused on employee motivation and how to recognize your employees in a positive way that encourages hard work and an ownership mentality.
  • Keeping employee’s who “don’t get it” hurts the public image of your company and decreases morale and motivation of your hard working people.“Don’t get it” means the people who are bad at customer service and come across rude or disinterested. They ALWAYS think they are being friendly.We’ve all made excuses for people that we like or people that are good at the paperwork or have been with the property a long time but if you look at the “big” picture keeping them is harming your cooperative more than it is helping.
  • Ask the Audience what this means to them? What do you think you do to build a relationship with someone? This can apply to people you meet, People you are dating, New friends and old friends, Family members, Ect…Why does the staff (office and maintenance) need to build a relationship?To provide good customer service, you need to be likable and approachable. People like to do business with people they like!
  • Attitude is everything, people can tell if you are faking it or insincereRemind yourself everyday that you are here to service the people calling or coming into the door, welcome them! Don’t feel like they are an intrusion that has to be dealt with so you can get back to your paperwork.Really listen to what they are saying and feeling…. Empathize with their situation and try to understand what they are feeling as well as what they are sayingDon’t pre-judge someone or already have your mind made up before they even talkAfter you listen, restate their problem and take notes. This shows that you are listening and that you care about their problem
  • All of these items will lead to a relationship that is solidified by professional TRUST. Building trust is the key to building solid professional relationships.
  • View an unsatisfied customer as a Golden Opportunity! Thank them for their feedback.
  • It starts with your frontline people, the staff!
  • Customer service

    1. 1. “The greatest beach volleyball team of all time" Valerie has the longest and most impressive winning streaks in professional sports after winning 89 straight matches on the AVP Tour as well as the international circuit between 2003 and 2004. Alicia is a two-time gold medalist, and currently the winningest female beach volleyball player with 110 individual championship wins in domestic and international competition.
    2. 2.  Nordstrom Department Stores were founded in 1901 by a Swedish immigrant named Jonah W. Nordstrom The first store was opened in Seattle Today there are 228 stores owned by the company in 31 states It is still family owned and operated
    3. 3. The NordstromWay to CustomerService Excellenceby Robert Spector andPatrick McCarthy
    4. 4.  The company promotes internal excellence and recognizes people for what they call “Heroics”. They empower their employees to “think outside of the box” and do whatever it takes to make the experience a positive one with their customers The focus is on creating long term customers, not a daily sale
    5. 5.  They recognize the “Nordies” that go above and beyond to help people Their corporate culture is very “humble” they don’t advertise or tell the world about these acts… it is always spread through word of mouth.
    6. 6. Employee Handbook
    7. 7. Employee Handbook
    8. 8.  The Nordstrom Business Model combines › Customer Service › Sales / Results Orientated Company › Teamwork
    9. 9.  Make your place of business inviting Make your public voice or face a pleasant one Create an atmosphere of helpfulness Create an atmosphere of professionalism Educate your customers to make sound choices
    10. 10.  Provide a consistent experience across all channels Hire the Right People Make them Feel Valued Reward Exceptional Work
    11. 11.  Does your office need aMake your “facelift”? office inviting › Paint & Carpeting › New Furniture › Cleaned & Uncluttered › Smells Nice › Comfortable Chairs
    12. 12.  Is staff friendly?Make your  Do they greet people when public voice they come?  Do they end communicated and face a frustration on a good note? pleasant one  Do people get a live person when they call or voicemail?
    13. 13. Office/ Board Maintenance Meetings
    14. 14. Office/ Board Maintenance Meetings
    15. 15.  Coop Staff  Board of Directors › Tell prospective › Orientate the new members about members cooperative living…. › Continue to Educate the › How is it different? Membership › How is it better? › Committee Involvement
    16. 16.  Office Brochures Floor Plans Paperwork Voice Mail Website Advertisements Maintenance
    17. 17.  Do you have the right people in the right positions? Do they want to be there? Are they trying to solve problems or just get the people out of their office? Do they listen to customers?
    18. 18.  Previous industry experience should not be a factor Hire people who enjoy people Hire the smile, train the skill
    19. 19.  Hire personality and confidence People who take ownership Include co-workers and other employees in the interview and hiring process
    20. 20.  Treat employees with dignity and respect Invest in your good people Empower the staff to make decisions Praise and reward
    21. 21.  Terminate the Employees that do not fit the characteristics you need or your company culture
    22. 22.  Be Positive Prepare for customer interaction Pay Attention and Really Listen Keep an open mind Think about why you are there Restate the problem
    23. 23. TRIED AND TRUE PHRASES  “How can I Help?” – And then carefully listen  “I can solve that problem” – Direct language is easily understoodTRIED AND TRUE PHRASES  “I don’t know, but I’ll find out” – Never be afraid to admit you do not know the answer  “I will keep you updated” – Customers are most trust-worthy of those who keep them apprised of the situation  “I appreciate your business” – This means more than a simple thank you
    24. 24.  Let customers vent their feelings, encourageAN UNSATISFIED CUSTOMER IS A GOLDEN OPPORTUNITY them to get their frustrations out in the open.  NEVER argue with a customer.  NEVER tell a customer “You really do not have a problem” –those are fighting words.  Share your point of view, in a polite and professional manner.  Take responsibility for the problem. Do not make excuses.  Take immediate action to remedy the situation.
    25. 25.  HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE! HIRE THE RIGHT PEOPLE!
    26. 26.  Set a good example – Your attitude is contagious Focus on employee happiness Create a culture of autonomy Encourage employees to voice complaints Take on fun events

    ×