Monday, 6 August 2012

In The Dictionary, Under Customer Service It Says 'See Zappos' Part 3

Practise What You Preach

And that's something Zappos certainly do. Here are some examples of how they go the extra mile

Zappos sent flowers to a woman who had ordered multiple pairs of shoes to cope with her medical condition*
A Zappos employee went to a local mall ( that's shopping centre to us Europeans) to buy a lady her favourite shoes as they had run out of stock at Zappos**
There are no scripts in the call centre and there is no maximum call time***

What about customer testimonials? Here are a few

I have never experienced such fantastic customer service as I have from your phone order specialists. This was the third pair of shoes (from my original order). I spoke to a Customer Loyalty Representative and I truly felt like I was speaking to a friend. He asked me about my day and what I was going to do and actually commented on it! I was looking for a very specific style of shoe and actually went into a Clark's store to try them on. They fit like a glove and I knew I would order them through Zappos! I received them the next day, wore them yesterday and they are perfect. I don't know how you hire your people, but you should give the entire industry a class on Superior Customer Service and how to delight your customers

This will not be a lengthy thing. I just want to tell you that I have had numerous contracts with your organization. In every instance, I have to tell you NEVER and I mean NEVER have I been treated better. Please, please check your records of my phone calls with your people and give every one of them a huge ‘atta boy’. I will close this by saying I am 75 years old and never have I had better service and the politeness of your people just make it even better. THANK YOU FOR BEING THE TYPE OF ORGANIZATION YOU ARE AND PLEASE DON'T CHANGE. Thanks again

All taken from the Zappos testimonials page

And this plug for a book gives another view

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