Keeping the employee motivated and empowered to build

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policy allows it, rather than a focus on clientele and customer service. Keeping the employee motivated and empowered to build the relationships, so to avoid future conflict, will help the company in the long run. As the accommodating approach makes the company more susceptible to aggressive customer behavior employees could feel their concerns are never addressed and/or ignored, in the end, it could create higher turnover. According to Eilerman, “In times of dissonance the accommodating approach can be a disservice to both parties and contribute to dysfunction” (Eilerman, D., 2006, Mediate.com, “Conclusion”). Dysfunctional conflict can lead to losses on both sides, customer and company, and should be avoided at all costs. In conclusion, conflict is a natural part of running a business, figuring out which approach best fits with the company vision and ideology is key. The ability for a company to maintain customer service, product and quality will determine the future profits and capability of retaining customers. The Nordstrom case demonstrates a great approach when dealing with
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Case Study 2: Customer Service at Nordstrom 6 conflict and maintaining clientele, by focusing on relationship building and customer retention. In the long run this will not only keep customer happy but maintain profitability in a heavily competitive fashion world.
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Case Study 2: Customer Service at Nordstrom 7 References Eilerman, D. (2006, August). Give and Take - The Accommodating Style in Managing Conflict. Retrieved from McCuddy, M., Louis, S., & Morgal, M. (n.d.) Customer Service at Nordstrom: A Way to Mitigate Potential Conflict? Retrieved from pter_13_Case_Nordstrom.pdf Nelson, D. L. & Quick, J. C. (2017). ORGB5: Organizational behavior (5th Edition) . Boston, MA: Cengage
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  • Spring '10
  • DR.NEPTUNE
  • Case Study, Nordstrom

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