Providing Excellent Customer Service

Valerie Hall & Alicia Osborne

Valerie Hall

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.

Alicia Osborne

“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.

Who are the Customers?

What does Customer Service mean to you?

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

The Nordstrom

Way to Customer Service Excellence by Robert Spector and Patrick McCarthy

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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

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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.

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Employee Handbook

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Employee Handbook

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The Nordstrom Business Model combines› Customer Service› Sales / Results Orientated

Company› Teamwork

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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

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Provide a consistent experience across all channels

Hire the Right People Make them Feel Valued Reward Exceptional Work

How do you apply to Cooperative?

Make your office inviting

Does your office need a “facelift”?› Paint & Carpeting› New Furniture› Cleaned & Uncluttered› Smells Nice› Comfortable Chairs

How do you apply to Cooperative?

Make your public voice and face a pleasant one

Is staff friendly? Do they greet people when

they come? Do they end communicated

frustration on a good note? Do people get a live person

when they call or voicemail?

Create an Atmosphere of Helpfulness

Office/ Maintenance

Board Meetings

Create an Atmosphere of Professionalism

Office/ Maintenance

Board Meetings

Educate your Customers to make Sound Choices

Coop Staff› Tell prospective

members about cooperative living….

› How is it different?› How is it better?

Board of Directors› Orientate the new

members› Continue to Educate the

Membership› Committee Involvement

Provide a consistent experience across all channels

Office Brochures Floor Plans Paperwork Voice Mail Website Advertisements Maintenance

Hire the Right People 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?

Nordstrom Business ModelHire the Right People

Previous industry experience should not be a factor

Hire people who enjoy people

Hire the smile, train the skill

HIRE THE SMILE, TRAIN THE SKILL!!

Nordstrom Business ModelHire the Right People

Hire personality and confidence

People who take ownership

Include co-workers and other employees in the interview and hiring process

Now Hiring – Wanted: People Power

We are looking for experienced people who want to

learn, grow and expand with us.

People who genuinely like people, who find

satisfaction in helping others, who go out of their

way to be of service.

We need people with an eye for detail, a will to

succeed.

Experienced people to handle sales

People to lead and people to follow.

We need people to make things go smoothly.

People with ideas.

All kinds of people with all kinds of potential.

People Power,

It’s the Difference at Nordstrom’s

Nordstrom Business ModelTreat Them Well

Treat employees with dignity and respect

Invest in your good people

Empower the staff to make decisions

Praise and reward

Nordstrom Business ModelTreat them Well

Terminate the Employees that do not fit the characteristics you need or your company culture

The Key to Providing Excellent Customer Service is Building a

Relationship with your Customers

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Be Positive Prepare for customer interaction Pay Attention and Really Listen Keep an open mind Think about why you are there Restate the problem

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TRIED AND TRUE PHRASES “How can I Help?” – And then carefully listen “I can solve that problem” – Direct language is

easily understood “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

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Let customers vent their feelings, encourage 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.

How Do You Do All Of The Above?

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!

MOTIVATE THEM…..

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

AND KEEPTHEM!!

Class materials are available at

www.ekirkpatrick.com

Thank you for attending today!