Nordstrom Tinkers with Customer Service
By George Anderson
When it comes to delivering excellent customer service in the retailing business, there are few that stack up against Nordstrom. So, why then has the company decided to do away with the customer service department at its store in Spokane’s River Park Square mall? To improve customer service, of course.
According to a report in the Puget Sound Business Journal, Nordstrom is closing the customer service department in favor of letting shoppers make returns at any checkout located within the store.
Deniz Anders, a Nordstrom company spokesperson, said the company was testing the new initiative because, “we’re always looking for a way to enhance service.”
The idea for the test came from regional and store managers. The company will determine the success of the new effort, said Ms. Anders, from customer feedback, which will be communicated by managers to executives at Nordstrom’s corporate headquarters.
Moderator’s Comment: What is your reaction to Nordstrom testing a new approach to handling its customer service functions?–
George Anderson – Moderator