CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT 2
Customer Service and Relationship Management
Question 1
Nordstrom’s customer service is an ideal method for mitigating potential conflict
situations. The firm knows that the best way to maintain a good relationship with clients is to
respect their choice, which it does by promptly responding to their complaints. Its employees
have complete freedom to handle customers and make use of good judgment in all circumstances
(Toller, 2015). For a profit-making organization to remain in business, it has to attract and retain
more clients.
Question 2
Nordstrom’s method of dealing with conflicts follows the assertiveness and
cooperativeness model of conflict management styles. On one hand, it assumes a low
assertiveness and a high-cooperativeness dimension. In this conflict-resolution mechanism,
parties choose to collaborate to achieve their goals. For example, the firm accepts goods returned
by customers, which maintains mutual trust between them. On the other hand, its customer
relationship management takes a high assertiveness and high cooperativeness model. In this case,
one party chooses to cooperate more than the other. This way, Nordstrom accommodates issues
raised by customers to preserve future relations at their expense.
Question 3
The company uses accommodation and collaboration management styles when building
healthy relationships with its clients. The first technique is useful when one party wants to make
and preserve future relations with the other. In this case, the organization benefits from the long-
term relationship it builds from accommodating its customers’ issues. However, it is a
disadvantage to the company since the initiative works at its expense.
