Posted by: Connie Smith
It's Friday, so I thought that I would share a few contact center related links for you to enjoy.
Doug at Service Untitled has posted a three-part interview with Tony Hsieh at Zappos.com. The first interview covers what Zappos does, how big they are, how many report customers they have, the company’s “wow” philosophy, and a bit about their very generous return and exchange policies. Part two of the interview talks more about the company’s very generous policies, how they’ve dealt with their growth to date, and more about the company’s incredibly strong customer service culture. Finally, in part three of the interview, they cover what it’s like to work at Zappos, how the company finds its employees, what they’re doing to improve their customer service, and why the company decided to differentiate itself with customer service.
Over at Return Customer, there is an article about building goodwill with customers. What are you doing to "go the extra mile" and build goodwill with your customers?
Tom Vander Well shares some common points of interest on setting up your quality form at QAQNA.com.
Enjoy the links, and feel free to send along any others that you have learned from or that have piqued your interest!
Post tags: Service Untitled, Zappos.com, Tony Hsieh, Return Customer, Tom Vander Well, QAQNA.com, contact center trends, contact center, call center, contact centre
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