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ZCLT Stories: "The 8-Hour Call"

by Hannah E. on Oct 3, 2011 in Zappos Family2 comments

Today is the first day of Customer Service Week, and we thought, what better way to kick it off than with the first ever ZCLT Stories!

We have a saying here in the Zappos Family that goes: “Zappos is a service company that just happens to sell… (you name it!)” . Part of that dedication to our customer service is illustrated in large part by our wonderful ZCLT family (Zappos Customer Loyalty Team). That’s why we decided to honor them by creating ZCLT Stories-a video series to share some pretty incredible stories that happen day after day in our customer loyalty floor.

This first edition of ZCLT Stories was inspired by one of the longest customer call times on record. (Did we mention that our ZCLT reps don’t have maximum call times or scripts?)

ZCLT rep Pua shares her story of the phone call that went down in Zappos history!

Special thanks to: Pua M., Vanessa L. (as Pua), Pat W. (as the customer), and to Chris AKA “Gonzo” for filming and editing the video.

Tags:
  1. customer phone calls,
  2. Customer Service week,
  3. zappos customer loyalty team,
  4. Zappos customer service,
  5. Zappos service,
  6. ZCLT,
  7. ZCLT reps,
  8. ZCLT Stories,
  9. Zappos Family,

Comments

478769533's picture
 Oct 3, 2011 at 6:44 pm Vivi said:

Please hurry and finish your site upgrades so you can get those packages shipped already!! This is getting way too ridiculous! I feel sorry for anyone who got their package delayed for weeks because of this. And what about that so-called VIP One-day shipping guarantee? I am so disappointed.

477196352's picture
 Oct 3, 2011 at 7:24 pm irmaR75655 said:

I'm soooooo happy with the customer service at zappos the other day I order something and it come a little later so I called asking about my order and they appologize and send me a $25.00 dollar cupon and then myorder come 2 days latter and the shoes ware broken so I was upset I called and the person who picked up my calle was so helpfull she gave a refund and a 40 dolar cupon and the way how she treat it me was so amazing thwat I keep telling everione my experience I think all what we look as customers is a company who cares for the people who shops here I didn't mind the mistake what I care was that they admit it and they toke care of it. Thanks Happy ilro