An interesting success and perhaps some ideas for improving your service or approach. As we can see, the possibilities are limitless [note Martin Gysler].
Everyone knows what it's like calling a company's customer service department: If you're unlucky, you're routed to Asia where an outsourced staff member reads a script in halting English.
Online retailer Zappos, by contrast, has 500 employees in a call center in Las Vegas who have all received seven weeks of training on how to make customers happy. The company (now a unit of Amazon) has been called "insane" and "fanatical" for the way it will do anything to please its customers. The stories are legendary, and are a key part of its brand:
- In 2011, Zappos sent flowers to a woman who ordered six different pairs of shoes because her feet were damaged by harsh medical treatments.