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I need to write about the case study of : Customer service at Nordstrom: A way to Mitigate potential conflict? 

Organizational Behavior eighth edition: Chapter 13 Case study “Customer Service at Nordstrom" on pages 508-509.

here is the question 
1. Dealing with dissatisfied and disgruntled customers is, perhaps, one of the greatest sources of conflict for retailers. Is Nordstroms's approach to customer service and customer relationship management an appropriate way to defuse or prevent potential conflict situations? Explain the reasoning behind your answer.