Happy Holidays CLT!!!

Throughout the year our Customer Loyalty Team is at the forefront of our customer service efforts and are interacting with our customers on a daily basis. During the Holiday season, the call volume goes up dramatically, and the CLT works extremely hard to make sure all of our customers are taken care of.

To show appreciation for all their hard work, our merchandising team and vendors put together some fun gifts for all the CLT members.

Katrina's WOW poem!

Our very own Katrina J., British CLT-Bringer of WOW, created this fine work below to represent our culture in poetry.

Here at Zappos, we have a special way,
It’s called the the 10 core values and it helps us every day.

One of course, is the “Service WOW”
If you are really good at it, we award you a C.O.W (cultivator of wow
award)

Number two, You’re in the drivers seat
Embracing change, we think is pretty neat!

Do you fit in with number three? please read on and you will see.

If you want to shave your head and have a race to grow a beard,
Then you’re creating a little fun and are hopefully a bit weird!

Be adventurous, creative and open minded as well, is number four, if
you can’t tell?

Now we are at the middle and it’s about keeping our brains fed,
Pursuing growth and learning, will help us stay ahead.

As for number six, we won’t keep you out of touch,
It’s open and honest communication, that will help us build our trust.

Team and family spirit is the next one to keep in mind.
With picnic’s and parties, where we all have a good time.

Doing more with less got us where we are today,
so, number eight is really great, making your idea’s our Way!

It’s number nine, I hear you determined to shout!!
And of course it’s the Passion, which is what we’re all about.

So now we reached the last one, what could we have left out??
Ten wonderful core values that makes Zappos what we are all about.

We like to remember where we came from and how far we have to go,
So being humble, is the last core, to keep in mind,
As we spread a little happiness to all of mankind…..

CLT QA Awards Top Performers

The Zappos slogan is “Powered by Service”. Everything that we do is focused with our customer in mind. In fact, our call center has an entire team, called quality assurance, which focuses on making sure our customers’ experience is the best it can possible be.

This week our QA team went around the office and surprised some of the employees that received the top customer service scores for the current period.

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I love You More Than My Dog !

Jeanne Bliss is the Author of the new book “I Love You More Than My Dog” and is also known throughout the retail world as the queen of Customer Loyalty. Not too many people can say they helped 5 of America’s hugest companies bring their customer service to such a level that they are now known for providing some of the greatest customer experiences in the industry.

In this Video Jeanne speaks with our COO/CFO Alfred Lin, and asks about the special mixture of service and culture that is Zappos.com. Alfred also touches on recruiting the very best people, and what it means to be a good culture fit within the company.

Stay tuned for more interviews with Jeanne Bliss, and our CEO Tony Hsieh!

Zappos CLT Graduates Newest Class from Incubation!

This week the Customer Loyalty Team graduated the newest class into the call center from incubation. Right after the initial four week new hire training class, all new members to the customer loyalty team go through a three week incubation period. During this time, they go through more training on policies and procedures, and gain the necessary skills needed to give our customers the very best service possible.

This training period also gives new employees a chance to learn and be a part of the Zappos culture. Here are some of the newest graduates talking about what their experience has been like at Zappos since they started.

Oktoberfest at Zappos

The first week of October is national Customer Service Week. Each year during this time, Zappos plans a lot of fun activities to recognize employees for a job well done. To kick off customer service week, we had an Oktoberfest carnival here at the Zappos office. With carnival games and some great tasting food, this was a great start to an entire week of fun.

Each day this week, we are going to have some fun and exciting things going on around the Zappos office. More craziness to come…

Pet Peeves!

No matter how happy a person you are, how great your job is, or how much fun your co-workers are to be around, everyone has those little things that bother them at some point during their day. We usually refer to these minor annoyances as “pet peeves”.

For those of you who cringe every time you walk by you co-workers messy desk, or steam comes out your ears every time you get cut off in traffic, don’t worry, you’re not alone. Here are the pet peeves of some of the employees around the Zappos office.

Housewares are Taking Over!

Zappos is always working on finding better ways to take care of our customers. One of the ways we do that is by continuing to build upon the products we carry, and finding different lines that are customers are interested in.

One of the newest categories we have is our Housewares department. We have several categories within the department that can help you in any room in the house. Here are some of the categories we have so far: Cookware , cutlery , bed & bath, kitchen electronics , dining and home decor . So no matter if you are looking to redecorate your bedroom, or need to find that special wedding gift, we can help.

So, in honor of our housewares department taking Zappos by storm, we gave them their own conference room to decorate!