Trends and Insights
Building a customer service training engine like Zappos
Von Seismic — Am 18. April 2020
This post was originally published by Conner Burt on lessonly.com.
Good customer service = Zappos. Zappos = good customer service.
So what gives? How does the Amazonian innovator do it?
There are acclaimed books that answer this question – so I won't try to do that here. I will however, break down the Zappos Training Engine to help understand how that leads to things like: a rep buying a disgruntled customer flowers, running to the nearest competing brick and mortar store to pick up a shoe that Zappos had out of stock, and a stunt to send a shoeless best man a pair of wedding shoes overnight.
The Zappos training engine: Step One
It starts with people...or should I say, a pipeline of people. We all know Zappos pays new employees to quit – which is becoming a widespread practice among the titans of corporate America, but if you think people are your biggest asset – you should think twice according to Tony Hsieh:
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So, go build a pipeline of people over time, so that your hires are mostly entry level, and when someone leaves – you've got a backlog of really qualified/trained leaders to fill their shoes.
The Zappos training engine: Step Two
Take it slow. As someone put it – nothing at Zappos is a shotgun wedding.
