Zappos customers always find a friendly, helpful and empathetic ear. And, her simple act of kindness boosted the morale of his entire unit.After this, Kelli recruited help from her fellow Zappos agents, and they sent dozens of packages, supplies, and thank you cards to all the soldiers at Tommy’s base for the holidays.Kelli embraced what’s important to us as people – connection.
It is baked into the company mission, core values, customer interactions, who …
Ever.
And those agents thrive in a culture built on empowerment – where they’re encouraged to make incredible connections with the people who reach out to them each day.Zappos’ CEO Tony Hsieh takes an unconventional approach to customer service.In fact, Zappos culture was once perfectly described as being Actually, the metrics he cares about have nothing to do with efficiency. Our phone reps are friendly, helpful and genuinely engaged.
Company Culture aka Happiness Culture – Zappos has an employee culture that is focused on customer service, both internally and externally. Their billion dollars in sales and thousands of raving fans certainly prove thatGive your remote team the same, secure tools they’d have in the officeFind training and support resources for onboarding with SharpenHelp your customers better when they reach out to you Our famous, fabulous customer service is delivered by our Company-wide, it is a daily quest for every Zapponian to “WOW” our customers in new and wonderful ways.What? Free. 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.
While the company still takes a quantitative approach their goal is to foster optimal customer experience.
If my cousin Jenny buys shoes from Zappos and gets a hand-written note with a package of gummy bears in the mail from the agent she spoke to, she’s going to expect that same level of service when she buys a vacuum cleaner from a different company next week.Keep Zappos’ success in mind as you set your customer experience strategies. If a customer needs help with product fit, we can work with them to figure it out. “Customer service creates an environment of one-to-one communication.
And, that often means connecting with customers outside of their short customer service interactions.In fact, Zappos has a dedicated space on their website where agents can share their customer stories.
Who's got the time for that?When customers have a problem, they want fast solutions.
Zappos’ agents pride themselves on delivering true happiness. For example, all Zappos customer service representatives have the authority to accept special-case returns, offer partial or full refunds in cases of loss of service, pay for damages, and Let’s face it, purchasing something does not guarantee that the item gets used, or even opened right away. What about your $10 Adidas socks? Keep Zappos’ success in mind as you set your customer experience strategies. That’s a rarity.
Since we first burst upon the e-commerce scene in 1999, Zappos is unwavering in focus on delivering the best possible service experience for our customers. She talked to him for nearly two hours – exchanging stories and learning of Tommy’s nickname, gummy bear. We truly care about each and every individual that contacts us, and it’s our mission to provide the best solutions possible.
Our customers love the fact that it is always easy to reach a Zappos representative, no matter what.Customer service calls at Zappos take as long as they need to take. 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. And that kind of restrictive environment leads to a negative customer experience.Zappos’ agents love their jobs because they’re empowered to get creative to make customers happy. Turns out, the “I think the main thing is just trust [the customer service reps] and let them make their own decisions.
If you’ve ever shopped on Zappos.com, you know the site isn’t overly flashy. Many times, a customer service phone number isn’t available on a company’s homepage. Let’s be friends!
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