Your call (isn’t) very important to us
Akimbo: A Podcast from Seth Godin
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Zappos - Customer Service Is Costing Us Too Much
Zappos was built on this idea. Unlike other companies, zappos rewards its employees for staying on the phone. I believe the record is seven or eight hours for one customer service callgreat. At the beginning, customers service was change the mind set of the person we're engage in with. Change them from angry, my thing doesn't work to delighted. Thank you for fixing it.
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