Q-1 What kind of services does Nordstrom offer its customers? 

 Q-2. What role do employees play in providing excellent customer service?

Nordstrom: A Shining Example of Service Excellence 'Use your best judgement in all situations. There will be no additional rules.' That is all the guid ance that Nordstrom, the famous Seattle-based upscale fashion retailer, gives its employees regarding how to handle all customer service interactions. The company, famous for its 'no- questionsasked' returns policy, is also well known for providing some of the highest levels of customer service in the retail industry. Nordstrom's reputation for service is so great that a book was actually written about It, The Nordstrom Way to Customer Service Excel lence. It offers a guideline for managers who are looking to emulate best practices and improve the levels of service at their companies. Nordstrom, founded in 1901, has always had a strong presence in the Pacific Northwest of the USA. Currently, it has 118 fullservice stores spread out over 38 states. From the very beginning, providing the best customer service as well as the best service experience was at the heart of everything that Nordstrom did. The company says that it has a 'relentless drive to exceed expectations'. Analysts believe that Nordstrom's exemplary levels of customer service are based on two key factors: 1) the increased level of attention to detail regarding the customer's experience when shopping (regardless of the channel), and 2) the high degree to which employees are empowered to take decisions and solve problems autonomously. Nordstrom also provides its customers a better experience by not consolidating checkout counters into endless rows near the exit, like other retailers do. Every department has its own cashier dedicated to helping customers who are looking to buy a certain category of item. The company also offers personal shoppers and concierges to give an even higher level of personali zed service and a customized shopping experience. Other instore amenities are comfortable and clean toilets as well as nursing and changing rooms for mothers with infants. Realizing that its employees are the 'face' of the company, Nordstrom tends to provide good pay and benefits, with commission running as high as 10 per cent and salaries going into the six figures for high performers. The company even has something called the 'million- dollar club'. This is a select group of salespeople who bring in more than $1 million in sales