Experiencing World Class Service Excellence

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confidence in your ability to achieve them.

Nordstrom Rules

Rule#1: Use you good judgment in all situations

There will be no additional rules.

Please feel free to ask

Your department manager,store manager or division general manager any question

at any time

nordstrom

Nordstrom Service Excellence Stories
Nordstrom is famous for is refund policy. The archetypal story told by Tom Peters is of a customer returning two tyres to a store for which the customer was given the money back. Nordstrom don’t sell tyres but apparently there was a garage on the site before Nordstrom arrived.
A male customer arrived with a bag of some fifty pairs of socks at the Dallas store. He emptied the socks over the counter and asked for a refund on the basis that they had been uncomfortable to wear. The salesman –

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