0816_TOEFL-Test-and-Score-Manual-1997

Customer Service ● 245
If you call to place an order in November or December, don’t be surprised
if a guy named Tony answers your call. Hsieh answers phones in the
call center for about eight hours—along with every other executive during
the busy holiday season. “We call them our holiday helpers,” said Sullivan.
“It brings back that family spirit.”
Zappos now sells much more than shoes. Company warehouses are
stocked with footwear, housewares, and accessories. The company also
offers free shipping on most purchases, making it easy to buy and return
products. She reminds her team to “stay positive and have fun.” Most
importantly, “just focus on helping the customer that you are on the
phone with.”
Although only 5 percent of sales are made over the phone, Zappos relies
on 500 full-time customer service reps and no seasonal workers. Although
they deal with such a small percentage of customers on the phone, “we have
the opportunity to wow the socks off them.”
“Our number one thing is providing the best service and being
helpful,” said Sullivan. “If someone doesn’t have an answer, their job is to
get one.”
She said product-related questions are often relayed to members of a
special “resource staff.” If Zappos doesn’t stock whatever you want, the
rep is instructed to tell you where you can buy the product from another
company. Pretty cool.
Here’s the big Zappos secret for providing great customer service: “It’s
really about hiring the right people,” said Sullivan, who previously worked
for Nordstrom. “It seems like such an easy thing to do—just hire friendly
and helpful people.”
Sullivan said customers buy from Zappos even when its prices are
higher than competitors. “The customers end up doing the marketing for
you because they share the good experience with their friends.”
She admits she never imagined herself in the shoe business. She has a
degree in anthropology and was living in San Francisco and working part
time at an Asian art museum. Looking to earn more money, she took a job
answering phones at Zappos seven years ago and never looked back.
When we spoke, she told me she was planning to do most of her holiday
shopping at Zappos. “We get a pretty good discount,” she joked.
My last question: how many pairs of shoes does she own? She paused:
“Around 100 pairs.”