Culture November 21st, 2018

Zappos CLT: Powered By Service

Think back to the last time you contacted customer service.

Did you feel an impending sense of dread? Did you have to answer an onslaught of automated questions, only to shout, “I want to speak to a human”? Did you have to put up your defenses because you and the rep were going in circles to find a resolution?

Same here.

But it’s different when it comes to contacting Zappos and its call center. We aren’t your typical company. Our service is not the same anywhere else, and neither are the experiences the customers receive. We refer to our department as CLT, which stands for Customer Loyalty Team.

We are here to provide a service and WOW our customers, not just take care of your transactional needs.
 

 
Our priority is to create deep and emotional connections with our customers. If you want to chat or have us lend an ear, we find value in all conversations. And it’s always our hope that we make you feel as comfortable as if you’re talking to an old friend.

Also, when we’re interacting with you, we have very little restrictions. We don’t have scripts that we have to follow, and there’s no need to ask permission to do something if it benefits you, our customer. Unlike other call centers, we’re not required to keep our calls under a certain amount of time. In fact, we’ll stay on the line for as long as you want.

If you come into Zappos and pull aside any CLT member, it’s a surefire guarantee they’ll have profound and meaningful stories to share. It’s what we strive for, and it’s what makes this job so amazing. We get paid to talk to awesome people while trying to make their day better!

Once, I received a call from a spirited lady named Debra who wanted to purchase a pair of shoes. I noticed that she was looking at Dankso, a very popular style for people who stand on their feet all day.

Due to the brand and comfort, I inquired if she was a nurse. She informed me that she was indeed, and had worked in the same facility for 20 years assisting adults with special needs. This touched my heart because I, too, have two family members who are special needs.

Through our conversation, I found out that Debra’s been a nurse to most of the same individuals in that facility for two decades! She told me that her patients had become her family, and they’re very important to her. I also learned that Debra was well past retirement age, but didn’t want to leave her “family members” because she felt that they needed her and didn’t want them to feel abandoned.

The end of the call had me moved beyond belief, and so I sprang to action.
 

 
I was so inspired by Debra and the love she has for those within the facility. I know that nurses work incredibly hard, and it’s far from being easy. Therefore, I wanted to do something to show my appreciation for her. I sent her the shoes for free and had cookies delivered to her residents, knowing that they’d also enjoy the treat.

I just wanted to let her know that someone out there in the world appreciated her tremendously.

For those of us in CLT, our hearts are filled with customer stories like this that are encouraging and inspirational. And at the end of each day, we feel a sense of pride for our accomplishments and for having represented Zappos to the fullest.

So the next time you need to order shoes or clothing, or even need a prepaid return label, give us a ring. We would love to help you out, and learn a little bit about you along the way!
 

To learn more about Zappos, or how to build a strong company culture, sign up for a Zappos Insights training event or tour by clicking here!.