Customer Service at Nordstrom - Case Study Example

Customer Service at Nordstrom Introduction Nordstrom is a fashionable shoe retailer that has found its niche in the US market. In this case, we shall show how Nordstrom has been able to develop strong relationships with their customers by employing a conflict management strategy (Dodds, 2003).  This retailer attends to complaints from customers on individual basis as they occur, and strive to give response to their demands however trivial they may seem. By doing this, the company has managed to establish a good rapport with its customers and in their loyalty. Discussion This case is a good illustration of Thomas and Kilman’s theory of conflict management. In this theory, it is suggested that people and indeed entities have habitual means of handling conflicts (Spector, 2000). The habitual ways that are encompassed in the theory can be illustrated in two entities namely cooperativeness and assertiveness. The dimension gave rise to five different styles of conflict management. These styles are accommodation, competition, collaboration, compromising and avoiding. These styles are very essential in the life of human beings. People need to adopt them so as to live in harmony with each other in the society. The approach of Nordstrom to management of customer relationship and service is a crucial way of defusing or preventing possible conflict situation. Customers have varying preference and needs. The Nordstrom’s approach involves provision of personalized and customized services to every customer. This ensures that the organization is addressing the unique necessities of individual customers thereby avoiding probable conflict situations. Customers are normal people with names, independent as well as rational. They understand what they specifically looking for from any organization. They hence need to be attended to personally rather than generally, with respect and honesty. Listening to and addressing the complaints of customers makes the customers feel respected. The organization understands that returning money to their customers once they demand it demonstrates the respect of the customer’s intelligence as well as their choices. The Nordstrom approach enhances customer’s experience. Each time a customer interacts with the organization, they gain a particular experience. They may leave the organization feeling either valued or exploited by the organization. The approach involves listening to customers and responding appropriately to their needs as well as complaints (Bolman & Deal, 2013).  This plays a vital role in ensuring that the customers leave the organization feeling appreciated and valued. The development of this feeling by the customer will drive this customer back repeatedly thereby helping this customer to become loyal to the company’s goods and services. The whole scenario analyzes respect of other people’s choices and preferences. If people can learn to respect each other’s life aspects, peace and harmony will be realized. Organization-customers conflict can cause the loss of customers from the organization. This will lead to loss of market for this organization. It is, therefore, imperative for the organization to ensure that it resolves conflicts with its customers amicably. Every conflict resolution strategy must prioritize the good will establishment and maintenance of harmony between the enterprise and its customers in contemporary business world that has become highly competitive. In the cooperativeness and assertiveness dimension of conflict resolution, Nordstrom makes use of the accommodating approach. This approach depicts low assertiveness levels and high cooperativeness levels by the organization. People, who make use of this approach in handling conflict, tend to put the other party’s interest before theirs. They reveal great levels of concern for other party’s aspiration and needs. This feature is revealed in Nordstrom readiness in refunding money to customers who forfeit the products they intended to purchase (Spector & McCarthy, 2012). This means that the company has made their cooperation with its customers and accommodating their needs a priority rather than asserting their position in conflict time. The accommodative approach of handling conflicts does well whenever goodwill establishment is of great importance to the accommodating party. The greatest benefit of conflict management approach adopted by Nordstrom is that it enhances the establishment of goodwill and cordial relationships between the firms and their customers. The accommodating approach enhances the enterprises to win their customers’ trust hence building cordial relationship with the customers. In this case, relationship building with customers is of greater importance than winning the pending issues. The company tends to benefit when it gives the customers a chance to win rather than when it decides to compete with them in times of conflict. The approach also gives Nordstrom an opportunity to evade the undesirable results like losing their customers to its competitors. The accommodating approach has some disadvantages. One disadvantage is that the organization employing it may fail to achieve a fair outcome to them when dealing with a conflict. Since, the approach involves putting the interests of the aggrieved party first, the approach may finally work to the advantage of the other party thus costing the company (Spector & McCarthy, 2005). This approach tends to make organizations vulnerable to competitive and aggressive people. These people may force organizations to accept unreasonable expectations as well as demands. This may impact adversely on the success of the business. In real life situations, humility is a crucial aspect that has potential in helping people to live peacefully with others. People should tend to consider the life of others better than theirs. Irrespective of the disadvantage attributed to this approach, if adopted by the society peace will be achieved in the society. Conclusion Conflict management is a very essential part of service to customers in any particular organization. The manner in which an organization responds to its customers’ complaints will determine the organizations ability in retaining its customers. This case study demonstrates a perfect means of handling conflict through examining the approach employed by Nordstrom in conflict management within the enterprise. The case study reveals that in the world of business, it is essential to focus on developing cordial relationship between the organization and its customers rather than winning an argument against them. This is a very crucial aspect that should be adopted in the human life. People need to concentrate of establishing cordial relationship with their neighbors, workmates and strangers rather than concentrating on winning arguments between them. People are different and thus have diverse views as well as tastes and preferences there are, therefore, the need for people to learn to respect other people. References Bolman, L. G., & Deal, T. E. (2013). Reframing organizations: Artistry, choice, and leadership. New York: Wiley. Dodds, B. (2003). Managing customer value: Essentials of product quality, customer service, and price decisions. Lanham, MD: University Press of America. Spector, R. (2000). Lessons from the Nordstrom way: How companies are emulating the Ä1 customer service company. New York: Wiley. Spector, R., & McCarthy, P. D. (2005). The Nordstrom way to customer service excellence: A handbook for implementing great service in your organization. Hoboken, N.J: John Wiley & Sons. Spector, R., & McCarthy, P. D. (2012). The Nordstrom Way to Customer Service Excellence: The Handbook For Becoming the "Nordstrom" of Your Industry. Hoboken: John Wiley & Sons. Read More