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Zappos

Zappos' loyal customer base and user-friendly online platform contributed significantly to sales. Customer service representatives were considered problem solvers, even helping customers find products on competitors' websites if unavailable on Zappos. Zappos had a unique call handling strategy where representatives were trained to improve customer service, not meet call quotas.

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Ashutosh Biswal
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25 views1 page

Zappos

Zappos' loyal customer base and user-friendly online platform contributed significantly to sales. Customer service representatives were considered problem solvers, even helping customers find products on competitors' websites if unavailable on Zappos. Zappos had a unique call handling strategy where representatives were trained to improve customer service, not meet call quotas.

Uploaded by

Ashutosh Biswal
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Customer Service

A loyal customer base and a user-friendly online platform contributed to major chunk of sales
in Zappos. CLT (Call/Contact centre Representatives) members were considered problem
solvers for Zappos customers as they were even providing solutions to the customers to find
out products from competitor’s website if the product was not available in Zappos. Zappos
had a unique strategy with respect to call handling mechanism. CLT members were not given
any due pressure to handle certain number of customer calls rather they were trained to
improve customer service while handling the calls.

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