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Fabled Service. Ordinary Acts, Extraordinary Outcomes

  • ID: 2210790
  • Book
  • July 1997
  • 144 Pages
  • John Wiley and Sons Ltd
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In this riveting best–seller, former Nordstrom vice president and general manager Betsy Sanders shares her secrets for making the customer feel like gold, and for achieving the kind of service that made Nordstrom a retail legend. It can help you set the same standards for your organization.

Drawing upon her nineteen–year career with retail giant Nordstrom Inc., renowned for best–in–the–business customer service, Betsy Sanders brings her unique insights to this practical, easy–to–read guide. Using real–life anecdotes and examples from a variety of sources, Sanders outlines the many ways excellent service is created and shows how how you can go about setting the standard for your particular industry. Complete with checklists and action plans, Fabled Service reveals an expert′s secrets for for making customers feel like gold––which inevitably translates to increased profits.
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1. The Road to Fabled Service

2.Fabled Service is a Way of Life

3. Fabled Service is Defined by the Customer

4.Fabled Service is Everyone′s Job

5. Fabled Service is Designed into the System

6. Fabled Service is Inseparable from Integrity

7. Fabled Service is Empowered by Leadership
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BETSY SANDERS worked with Nordstrom, Inc. for 19 years. During that time, she served as VP and general manager. In that capacity, she was responsible for the inception and development of the Southern California region––the company′s largest and most profitable division, generating $1 billion in annual revenues.At present, Sanders is a consultant specializing in developing and implementing comprehensive business and marketing strategies, customer service objectives, quality performance standards, and leadership potential. She replaced First Lady Hillary Rodham Clinton on the WalMart Board of Directors and also serves on the boards of Carl Karcher Enterprises, H.F. Ahmanson Company, and Vons Companies, Inc., among others. She is founder and director of The National Bank of Southern California, director and second vice–chairman of the Los Angeles Chamber of Commerce, and director and chairman of the United Way of Orange County.
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