In the latest Customer Creation podcast, Blake Landau interviews Maura Sullivan and Rob Siefker from the Zappos call center management team.
Maura and Rob have both worked for Zappos since the early days when there were only a few dozen people in the call center. Due to the company’s phenomenal growth, today Zappos has more than 350 people in the department.
"Zappos is all about service," says Siefker. "Everything we do is based upon customer experience."
The company and its call center operate differently than most — they ignore traditional call center measurements. Customer service representatives don’t use scripts, have quotas, or try to get customers off the phone. In fact, Zappos actually encourages customers to call the contact center.
The formula seems to work. While many retailers have struggled this year, Zappos continues to grow in 2009.
When asked about the secret ingredient behind Zappos’ success, Sullivan replies, "I don’t think there are many secrets to it — it’s about empowerment and being friendly and helpful."
"At Zappos we really want everyone to be themselves and be able to put their personality into their work," Sullivan continues. "We don’t think that can be achieved if we give them a script to read or if we told them they can only have two minutes with each customer. If we really want to provide the best service, then we need to allow people to be helpful and friendly over the phone, email or chat."
That’s just a few of the many Zappos lessons you’ll hear in this podcast. So make sure you listen to this fascinating interview at http://www.customermanagementiq.com/podcenter.cfm?externalid=136.
Courtesy – Randy Saunders at Perfect CEM
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