title: The Nordstrom Way to Customer Service Excellence: A Handbook For Implementing Great Service in Your Organization
author:  Robert Spector 
description: Service Principles from America's #1 Customer Service Company
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  ffirs.qxd 1/5/05 11:00 AM Page i **THE**
  
  
  NORDSTROM
  
  
  WAY **to**
  
  
  Customer Service
  
  
  Excellence
  
  
  ffirs.qxd 1/5/05 11:00 AM Page ii Also by Robert Spector
  
  
  _The Nordstrom Way:_
  
  
  _The Inside Story of America’s Number One Customer_ _Service Company_
  
  
  _Lessons from the Nordstrom Way:_
  
  
  _How Companies Are Emulating the #1 Customer Service Company_ _Amazon.com: Get
  Big Fast_
  
  
  _Inside the Revolutionary Business Model That Changed the World_ _Anytime,
  Anywhere:_
  
  
  _How the Best Bricks-and-Clicks Businesses Deliver_ _Seamless Service to Their
  Customers_ _Category Killers:_
  
  
  _The Retail Revolution and Its Impact on Consumer Culture_
  
  
  ffirs.qxd 1/5/05 11:00 AM Page iii **THE**
  
  
  NORDSTROM
  
  
  WAY **to**
  
  
  Customer Service
  
  
  Excel ence
  
  
  A HANDBOOK FOR
  
  
  IMPLEMENTING GREAT SERVICE
  
  
  IN YOUR ORGANIZATION
  
  
  **ROBERT SPECTOR AND PATRICK MCCARTHY**
  
  
  **John Wiley & Sons, Inc. **
  
  
  ffirs.qxd 1/5/05 11:00 AM Page iv This book is printed on acid-free paper.
  