unit two case study 1

Nordstrom Case Name: Course: Professor Name: (Date) .  Nordstrom Case When stories of how a company is doing better in providing customer service circulate around, its awesome to the company and the people associated with it. This is the stories of how Nordstrom was really doing in delivering services to their customers. This is evident by what one of its management team say that Nordstrom is there to deliver exceptional customer service that is above what is regarded as ordinary service (Lamb & McDaniel, 2012). First before even thinking of how to offer exceptional customer services it is important to realize that customer services is not just a way of doing things but an attitude. From this perceptive it is evident that this great organization has exceedingly good image to the customers outside there, but they have forgotten the most important resource in any organization, the workforce. This is evident since it has focused all its energies in retail experience and customer service. For instance, although it has been doing it needs to improve when responding to customers over the phone. The employees need to put a smile that is reflected over the other side of the line. They need also to show...