Trends & Insights
Building a customer service training engine like Zappos
Par Seismic — le 18 avril 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:
