- April 10, 2023
- Posted by: Gopal Krishna
- Categories:
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Most of us have heard of Zappos as a distinct etailer – read shoes – based in LV, USA. Some of us may have known or experienced their customer-driven culture. Zappos believes in investing heavily in their employees’ training and development on a continuous basis.
Zappos believes constantly improving and empowering employees will result in heightened customer service. Of course, aptly aided by their culture and policies. Here is what you need to know to get a view of their customer policies, including a list of things that differentiates Zappos.
Empowered Employees
- No call times, no sales-based performance goals for representatives
- The telephone is considered for them one of the best branding devices available
- 5 weeks of culture, core values, customer service, and warehouse training for everyone in Las Vegas office
- A Culture Book
- Interviews & performance reviews are 50% based on core values and culture fit.
Delighting Customers
- Free return shipping
- 365-day return policy
- Most customers are “surprise” upgraded to overnight shipping
- Friendly, helpful “above and beyond” customer service
- Occasionally direct customers to competitors’ web sites
- Encourage customers to order multiple sizes if they’re unsure of what to order.
Did any of you try but didn’t find the right size at Zappos?
