1. Dealing with dissatisfied and disgruntledcustomers is, perhaps, one of the greatest sources of conflict for retailers.Is Nordstrom’s approach to customer service and customer relationship managementan appropriate way to defuse or prevent potential conflict situations? Explainthe reasoning behind your answer. Nordstrom’s way to deal with clientadministration and client relationship administration is a fitting approach todefuse or forestall potential clash circumstance. Each client has diversenecessities and inclinations that should be taken care of when it comes down toconsumer loyalty. Nordstrom’s approach gives customized administrations toevery individual client.
This empowers the association to bargain all the moreproductively with the requirements of every client, which will help keep acontention from framing. Clients are the most critical part to an association’sgeneral achievement. They know precisely what they need from an association,and they know how they will get it.
It is an association’s business to tune into every client’s dissensions and deliver these objections to the absolute bestof their capacity. Nordstrom’s approach likewise upgrades client encounter. Theymay leave an association feeling misdirected by the association, or they mayexit feeling all around regarded and esteemed as a sole individual. Clients whobuild up this sentiment regard will probably come back to the organization andcreate devotion to the organization’s items.
Nordstrom puts its customers firstis by seeking feedback from them. Nordstrom has “embraced online customerreviews, opening their websites and the brands they sell to the slings andarrows of public opinion.” (Nelson & Quick, 2013, p. 508). 2. Using the assertiveness and cooperativenessdimensions that underlie the five conflict management styles, explainNordstrom’s approach to customer service and customer relationship management. Nordstrom demonstrates the accommodatingapproach to customer service and customer relationship management within hisorganization. Based on them, accommodating approach “is a style in which youare concerned that the other party’s goals be met but relatively unconcernedwith getting your own way” (Nelson & Quick, 2013, p.
508). This approachdemonstrates next to no or any emphatics and large amounts of helpfulness. Thisapproach is exhibited when Nordstrom eagerly returned cash to a client for athing that they didn’t offer. This implies the organization has organized theneed to participate with clients and suit their requirements as opposed toaffirm its position in time of contention. The obliging methodology of managingstrife functions admirably in circumstances where setting up generosity isexceptionally gainful to the pleasing party.
For this situation, Nordstrom canbuild up altruism among its clients by pleasing their needs and interests. Theapproach Nordstrom utilizes is a working together approach as Nordstrom handlesclient concerns and profits for a case-by-case premise (Nelson and Quick, 2013,pg. 508). 3. Drawing on your answer to the precedingquestion, discuss the advantages and disadvantages of the conflict managementapproach that seems to characterize Nordstrom’s approach to customerrelationship management.
Nordstrom utilizes a community-orientedapproach when managing client administration and client relationshipadministration which has the two favorable circumstances and weaknesses. Aportion of the upsides of the synergistic approach incorporates the twogatherings being happy with the result of the answer for the issue and opencorrespondence between parties required as the teaming up approach, requiresopen, trusting conduct and sharing data for the advantage of the two gatherings(Nelson & Quick, 2013, p. 508). One of the detriments of this sort ofapproach is deceptive nature.
In spite of the fact that this kind of approachrecommends that the two gatherings will be transparent with a specific end goalto concur on an answer that the two gatherings advantage from, there might be occasionswhere a fair gathering is exploited by an exploitative gathering with an endgoal to go to a sensible assertion. References: Nelson, D. & Quick, C. J. (2013). Organizational Behavior, Science, theReal World, and You.(8th ed.
). Mason, OH: South-Western, Cengage Learning