Nordstrom hopes removing customer service will register with clientele

A retailer known for customer service is getting rid of its customer service department to make life more convenient for shoppers.

Nordstrom eliminated the third-floor customer service department in its Spokane store this week, which will become a case study for the other 98 full-line stores throughout the country.

“We’re just trying something new in one store,” said Deniz Anders, a Seattle-based spokeswoman for Nordstrom, Inc.

Instead of marching up to the third floor to pick up gift cards, return Internet purchases or pay on credit card accounts, customers can now access those services storewide.

“We’re now able to provide these services in the departments where the customers choose to shop,” Anders said.

The change doesn’t represent a cost savings, as the company made a significant investment improving its register technology, Anders said.

Six employees who worked in customer service were offered jobs in other departments.

Anders can’t say when, if ever, the new approach will be implemented in other stores. But the local store will rely on customers to provide feedback.

“They will let us know if they like it or not,” she said.