![]() ![]() He calls the Zappos reps the best in the world. Surprisingly, more than 75% of the staff was willing to relocate, and the company culture became even stronger as a result of the move.Īlthough Amazon now owns Zappos-which has expanded into clothing, housewares, cosmetics, and other items-Hsieh’s customer service still strives to make a personal connection with shoppers. So they decided to move their headquarters to Las Vegas, a 24/7 city where employees are used to working late hours and the economy is focused on hospitality. Hsieh and his team realized that customer service should permeate the whole company, not just one department. But the outsourcing possibilities were disappointing, and the company’s previous experience with using vendors for warehousing and shipping had been poor. To do that, Zappos would need to find call center reps elsewhere. Its philosophy is to view every one of the thousands of phone calls and e-mails it receives daily as an opportunity to build the very best customer service into the brand. Although it is an internet company, Zappos finds that most customers telephone at least once at some point. ![]() The company’s headquarters were in San Francisco, where the high cost of living-and the upwardly mobile Silicon Valley mentality-deterred people from making customer service a career. In 2004 the biggest problem the online shoe retailer Zappos faced was how to staff its customer call center with dedicated, high-caliber service reps. ![]()
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