Superior Customer Service – Bringing the Nordstrom Philosophy to Life
For many years, John Nordstrom instructed his staff to “provide service that the customer needs, even before the customer knows it needs those services.” This webinar will analyze Nordstrom’s admonition and discover its meaning for the business-oriented digital age. Much of our customer and client contact is through text, email, phone, and video. Peter Drucker’s Five Most Important Questions will guide our discussion of applying Superior Customer Service principles to our relationships with stakeholders, clients, and customers. With simple steps to follow, we will learn to see value from others’ perspectives, determine the best means for consistent, effective communication, and foster a mutually beneficial, productive relationship. This webinar is for project managers who wish to improve their stakeholder engagement skills, with practical advice on determining communication mode, frequency, and manner.
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