APPENDIX A:SHARING GREAT CALLS

As outlined in Chapter 7, the Sharing Great Calls program at Zappos begins with the CLT member identifying a great customer call and sharing the call information with the CLT supervisor. The CLT supervisor then writes an e-mail to the customer, asking for feedback and the customer’s input into the service that was received.

The following are examples of feedback received. The first example includes the e-mail sent to the customer from the CLT supervisor, but to avoid repetition, the remaining examples include only the customer response.

CUSTOMER: Melissa Holt

Hi Melissa! I’m Alexa, and I am the Lead for Tamara here at Zappos CLT, Inc. Our Team Member said what a great time she had talking to you! We have started ...

Get The Zappos Experience: 5 Principles to Inspire, Engage, and WOW now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.