How Zappos walks the service walk with vision training, and feedback
A post from Joseph Michelli describes details of how Zappos drives the customer experience through its front line staff. Here are 4 key elements:
Coaching and training"Leaders will audit one of call per week at random for each call-center worker and in that call they will look for whether the employee established rapport with the customer, whether the employee accurately communicated and followed policies, if the employee resolved the issue for the customer and did so to create a wow for the customer such as the manner in which they infused life and joy into the message they shared with a customer about upgrading the speed of shipping."
Incentives and policies consistent with customer centric mission
"At the Zappos call center, staff who are called customer loyalty team members, aren’t measured on sales volume. Instead they are encouraged to handle a call to the resolution of a customer need. They are even encouraged to send callers to an alternative site if the product is not in inventory. In essence, the Zappos customer loyalty team member can say, “I can’t find what you want in our stock but I did locate it at shoes.com. I can help you find your item on their website – so you can purchase it yourself.” Now that’s service!"
Continuous customer feedback
"After each call received at the call center the customer is sent an email survey. There are three basic questions in the survey – the first two of which are measured on 0-10 scale:
- How likely are you to recommend Zappos to a friend of family’ member?
- During your last interaction with us, you contacted a member of our customer loyalty team, if you had your own company that was focused on service, how likely would you be to hire our person to work for you?
- A qualitative question that asks, if you had one thing that Zappos could do to improve on what we did today, what would it be?"
A clear vision, passionately communicated by leadership
Zappos tagline is "powered by service"The full post here: http://bit.ly/8f5ESF iTunes podcast here: http://bit.ly/8F7PsI
About us: Medallia software enables the whole company to listen to customer feedback and systematically act to improve the customer experience: http://medallia.com
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