How much is shipping for your $50 item? That’s a rarity. If you ordered five pairs of shoes and none of them fit correctly, that’s OK. Just access your account online and print a shipping label, or give us a call and we will email you one.
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.Here at Zappos, our CLT members are specially trained to make sound decisions on their own by taking ownership of each call’s experience, and any adverse issues the customer expresses. 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.
We truly care about each and every individual that contacts us, and it’s our mission to provide the best solutions possible. 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.How many times have you finally found the time to take care of your online return, exchange or billing question, only to realize the company’s customer service hours have just ended?Many folks don’t have time to deal with unexpected extra tasks, like handling an online order issue, until late in the day, early in the day, during work lunch breaks, or on their days off, which could be either on the weekend or during the week.Never fear, Zappos is here!
It is baked into the company mission, core values, customer interactions, who …
Every conversation between Zappos representatives and callers is as different as the personalities of the participants. 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.
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? Half the time, the recording system gets your replies wrong, and the other half your situation is not addressed in the 99 options that “have recently changed.”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. To further strengthen your customer experience strategies, use data about your customers to fuel them. Charge for return shipping labels is also, yup you guessed it, free.Although Zappos.com is home to over four million items in stock and growing, you won’t find us pushing customers to buy more than they plan. 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. We truly care about each and every individual that contacts us, and it’s our mission to provide the best solutions possible. Free shipping BOTH ways on customer experience from our vast selection of styles. After Kelli shipped a new pair of shoes to Tommy and ended their convo, she felt the urge to do more.“Thus, I decided to send him a care package, and in it, I included a Zappos culture book, Rice Krispies treats, a five-pound gummy bear and a 12-inch, hand-stitched teddy bear that I aptly named Tommy.”As if it could get much better than that, Tommy sent a thank you letter and pictures to Kelli, and so did his Colonel. Our job is to determine and meet the caller’s need, providing the best solution for our customer, whether it be an exchange, researching the location of delivery, returning $500 worth of merchandise, or helping to find a pair of shoes for Great Aunt Sarah to wear to your wedding.
Agents don’t use scripts and they never upsell.Zappos’ customer service has one, simple goal: to deliver customer happiness.Zappos developed a set of key values that lives at the heart of their company culture.
And they offer employeesTo develop a great culture, companies have to create a Would you allow your call center agent to do the following without approval?And by doing so, they’re setting the bar for a positive agent experience. If you…call most customer service places, if you ask for anything that’s not normal they have to talk to a supervisor or just say ‘oh our policy doesn’t allow that’ and whatever. 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. She got a live chat message from a customer at 4:30 a.m. Length of calls are not limited or dictated by company call time parameters. Being able to quickly and easily find Zappos’ number, and give us a call is a huge step toward making that happen. While the company still takes a quantitative approach their goal is to foster optimal customer experience.
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