The Nordstrom Way to

Customer Service
Excellence
 Who / What is Nordstrom ??

 Started in 1901 as a shoe store in the name of

Wallin & Nordstrom with capital of $ 5,000 and 2
partners; as on 2009 company is having revenue
of $ 8.57 Billion with 52,000 employees

 It is one of the biggest department store chain in

US and offer varied and competitively priced
inventory of shoes, apparel, accessories,
cosmetics, etc. and a liberal return policy.
WHAT MAKE NORDSTROM
UNIQUE??
It’s commitment to “Customer Service” provided by
motivated employees who will do anything and
everything within their power to make sure a shopper
leaves the store as satisfied customer

What can we learn from

Department Store??
 To be Humble
 Everything begins & ends with customer
 Think like the customer
 NORDSTROM INVERTED PYRAMID

Customers

Sales & Support

People

Department
Managers

Buyers, S up pliers,
Regional Managers

BOARD

Above Inverted Pyramid represents Nordstrom’s philosophy and Structure,

placing customer at the top. Next are those who directly serve customers.
 EMPLOYEE HANDBOOK
Welcome to Nordstrom Our only rule:

We’re glad to have you with our Company. Use good

judgment in
Our number one goal is to provide
Outstanding Customer Service.
Set both your personal and professional

all situations.
goals high. We have great confidence in
your ability to achieve them. So our
employee handbook is very simple.

 We have only one

rule………
HOW CAN WE CREATE NORDSTROM-STYLE SERVICE
 WHAT MANAGERS CAN DO TO CREATE NORDSTROM – STYLE SERVICE

 Publicly celebrate your Heroes

 Promote within
 Create an inviting place to do business
 Provide your customer with lots of choices
WHAT SUPERVISORS CAN DO TO
CREATE NORDSTROM – STYLE
SERVICE
 Hire the smile
 Empower employees to act like
entrepreneurs
 Compensation
 Dump the rules
 Manage, Mentor & Maintain great Employees
 Recognition
 Healthy Competition
 Praise
 WHAT EMPLOYEES CAN DO TO
CREATE NORDSTROM – STYLE SERVICE

 Know about your product

 Measure both the feet. Create relationship
 Listen to the customer
 Keep the process Simple
 Don’t judge customer by looks
 Don’t give reason why it can’t be done – Tell
how it can be done and the consequences
WHAT EMPLOYEES CAN DO TO CREATE NORDSTROM – STYLE
SERVICE

 Be Honest and Sincere

 Reward your loyal clients
 Reward Vendors & Suppliers
 Be a team Player
 Sale is never over
THANK YOU!

NEETU DHOOT
DEVENDRA THAKKAR