Personal and emotional connection. This is a term often heard around the Zappos Customer Loyalty department. It's something that gets ingrained into phone reps from the very first day of new hire training. If you've ever been lucky enough to experience speaking directly to our customer service, you know that it's never just about a quick transaction and moving onto the next customer as quickly as possible. Customers are usually surprised when they’re asked how their day is going, what their plans are for the weekend, or what kind of dog they have barking in the background.
Sometimes it goes even deeper than that, and you may end up having a magical 10-hour long conversation like our rep Steve recently experienced. For Zappos, it's not just about making sales; it's about providing amazing customer service and letting our customers know that we’re here for them and truly interested in who they are as a person.
And that’s exactly what Rolando, one of our Zappos genies, recently did. He went beyond just a phone call and wanted to really wow a customer named Susan, who had planned an upcoming trip to Hawaii. With the help of his fellow genies, Rolando brought that customer service right to her doorstep by surprising her, in person, with a gift that she could take along with her.
Rolando definitely took wowing customers to the next level!