Zappos is about the very best customer service and that starts with hiring the very best people. Watch this interview as Zappos CEO, Tony Hsieh talks about the Zappos Customer Service Culture.
Customized Engaging Online Customer Service Training
Tag: WOW Customer Service
JCPenney WOWs Customer with Empathic, Heartfelt Email Response
A few years ago one of my clients sent me a copy of an email she’d received from JCPenney Portrait Studio. My client, Angela, had taken her 2-month old daughter to the studio to have […]
How Southwest Airlines Rebuilds Trust After Service Failures
Explaining Why/How a Problem Happened Helps Companies Regain Goodwill and Rebuild Trust A vital, but often overlooked element of customer recovery is to provide an explanation for how or why the problem happened. Taking the […]
Guy Kawasaki on social media and customer service
Imagine an angry consumer blasts your brand on Twitter, YouTube and on blogs, and she has so much influence that the Tweets become a trending topic and the YouTube video goes viral. Are you 100% […]
Identify Customer’s Needs by Asking “What does a man in the desert need?”
What does a man in the desert need most? In my onsite classroom customer service training sessions, I ask my participants to imagine they’ve come across a man stranded in the desert. “What do […]
Make “WOW” a Part of Your Culture (Whoa, Nellie! Have We Got A Surprise For You!)
Last summer I ordered a pair of running shoes from Zappos.com. Shipping is always on the house at Zappos when you go with standard shipping. That’s a big WOW for me and it’s one of […]
4 Tips for WOWing Customers Who Experience Problems
Seven years ago I had a new oven delivered to my home. The Sears deliveryman quickly pointed out that there was a small dent on the right side of the oven. The dent did not affect […]
De-escalation Training for Customer Service & Soft Skills Training 