I am so sick of hearing about Zappos in the blog-o-sphere. You know Zappos, the online shoe company that’s famous for delivering great customer service–or so we hear.
You can’t swing a dead cat without hitting some kind of story about the great and may I say, unbelievable, level of service they provide. Zappos employees are rewarded for going above and beyond everyday customer service. One story is, after a late night of barhopping and getting back to the hotel after the room service was shutdown, a guy called Zappos, the customer service representative then was able to locate the nearest late-night pizza delivery and placed an order for him. In another story, a woman called Zappos to return a pair of boots for her husband because he died. The next day, she received a flower delivery, which the call center rep had billed to the company without checking with her supervisor. Zappos often gives “surprise” free upgrades to overnight shipping for customers. And, when you call into their call centers there are no limit on the amount of time the rep can spend with you. The longest call reported is 10 hours 29 minutes. Continue reading