Like the mysterious things that are said to take place in Area 51, there were some really amazing things happening at our own Area 52 here at Zappos last week. Each day emails were sent out about promotions into this area. So we decided to investigate what was happening by speaking to Jane J., our Senior Manager in charge of our Customer Loyalty Team.
Our CLT team is our call center, which is our main interaction of Zappos and our customers. Area 52 is the management staff for CLT. While Zappos is know for customer service, and the amazing job our CLT does is one of the main reasons why, they feel like they want to continuously improve the level of service they give. With Zappos call center growing so rapidly over the past few years, they felt they wanted to make some changes that would strengthen the department, and the service they give even more.
Zappos believes that if you take care of your employees, they will in turn take care of the customers – happy employees = happy customers. The CLT department’s goal for this year is to “Develop people and cultivate culture.” By promoting several supervisors into management positions, this will allow each manager to have less reps under them, and therefore, build even stronger manager and team relationships.
Congratulations to all those going into Area 52’s management staff, and thank you to everyone in CLT for continuing to deliver WOW through service.
Area 52 Customer Loyalty Management Team