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Essay / Research Paper Abstract
This 3 page paper contrasts two companies that are at the extreme ends of customer service: Nordstrom and Comcast. Bibliography lists 5 sources.
Page Count:
3 pages (~225 words per page)
File: KV32_HVcstsvc.rtf
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Unformatted sample text from the term paper:
paper explores the impact of good customer service on consumers by contrasting two companies: Nordstrom and Comcast. Discussion Purpose: The paper will quantify the idea that consumers can be swayed
by good or poor customer service even if the rest of the experience is satisfactory. Content: Nordstroms customer service is legendary. They will do everything in their power to make
sure the customer is happy. They take returns without fuss and make it easy for consumers to make exchanges. They will search the stock room for items; they know whats
in their department and send customers to the right person if they dont have an item; they are helpful, friendly and knowledgeable without being obtrusive; theyll call other Nordstrom stores
to see if they can locate items; in short, they have become the gold standard in customer service. Singleton puts it this way: "Nordstroms best people will do virtually
everything possible to ensure that a shopper leaves the store a satisfied customer" (2006). They go miles out of their way to make certain the shopper gets what they want,
even performing feats of "heroism" (Singleton, 2006). This heroism can be anything from soothing and helping an angry customer to making an "unheard-of" delivery (Singleton, 2006). Nordstroms employees are instructed
to "always make a decision that favors the customer before the company" (Singleton, 2006). The company hires pleasant people and trains them to sell; it does not hire salesmen and
"teach them to be nice" (Singleton, 2006). Nordstrom is more interested in hiring people who are genuinely kind and caring than it is in hiring hotshots who may have great
sales records but treat customers badly (Singleton, 2006). Nordstrom is also unusual in another way: it is loyal to its employees. It wants to retain good workers as well
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