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Product Journeys: Zappos

Rocketship.fm

CHAPTER

Customer Service Training - The Pinnacle of Customer Service

After someone's hired, they astly spend the first four weeks going through the exact same training as our call centerrupts. And we've actually had people that we've had to let go during those four weeks before they started the actual job. So everyone in the company goes through a full month of customer service training to build empathy, compassion, understanding for their culture and customers. Here tony shay reciting that same story from a twenty ten talk at stanford university.

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