Towards the end of the training, new hires were even offered a payment to leave the company. A large part of this training was on the customer service side of things. Zappos focused on customer service through direct calls, which is often overlooked. Customer service reps have no scripts, are not there to up sell the customer. They are empowered to help. Over the years, Zappos has learned that when you treat your customers well, you are making sure they will buy again.
Creating a positive, productive culture is Zappos bread and butter. They identified their core values, hired by them, onboarded team members by them, and truly live by them. From there, a business is on a long-term path to success, profit, and growth. A little over twenty years ago, Shoesite.
Today, they sell shoes — as well as clothing, handbags, accessories, and more. That "more" is providing the very best customer service, customer experience, and company culture. They have built their success on these foundations. Search 0 Cart. Your headline. Add your deal, information or promotional text. Previous Next. Not only do we actively go above and beyond to create a positive service experience, but these Zapponians also have the opportunity to develop personal connections on every call.
Customer interactions often include personal topics, such as weddings, pregnancies, graduations, birthdays and anniversaries. Calling a company with an issue you need help with, and ending up talking to an automaton is arguably one of the Worst.
Happily, Zappos customers never have to perish attempting to climb a phone tree to reach us — and, a live human being generally answers all calls in less than one minute.
Awesome, right? Everyone knows being on hold is for the birds. Every conversation between Zappos representatives and callers is as different as the personalities of the participants. Our customers love the level of service we provide and particularly enjoy being able to engage in real conversations specific to their own needs, with personable individuals. Depending on what timetable and kind of mood our customers are in, our conversations range from no-nonsense order taking, exchanges and returns, to chats about everything from current events to kids, pets, sports and the weather!
Due to the connections often established between our team members and callers, conversations can take on a life of their own. Never fear, Zappos is here! In addition to our lickety-split, less than a minute answer time, our attentive CLT representatives are available to help you 24 hours a day, seven days a week. Our company enables our representatives to best adjust to the needs of our customers by bestowing them management level decision-making power.
Life happens, and unopened Zappos orders can end up in hallways, closets and car trunks, waiting in anticipation for the moment of their great reveal. Despite our hopes and expectations, sometimes, the reveal falls a bit flat. Another way Zappos delivers happiness is through its day return policy.
One of the biggest reasons many customers choose Zappos is our generous shipping and return policy. Also free! Zappos only wants people who really want to work for the company — everyone else can take the money and run. The purpose is to create a culture of happy and committed individuals that believe in the Zappos customer service philosophy.
So we generally try to stay away from policies, we just ask our reps to do whatever they feel is the right thing to do for the customer and the company.
We kind of have to untrain their bad habits. Indeed, Zappos utilizes call center technology to track average call times per agent. This is a philosophy that has recently been taken to the extreme. Last June, a Zappos employee took a customer service call that lasted a record-breaking 10 hours and 43 minutes. Maybe, but such accusations perhaps miss the point of what Zappos is trying to achieve — loyalty.
In the same year, the company sent a free pair of shoes to a best man who had turned up to a wedding shoeless.
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