A couple of classes back, we were provided with articles about Zappos, an online shoes and clothing retailing company that is extremely big on customer services, and provides these services through their call centres.
Simply by looking at the company’s offices, management, core values, hiring processes etc. you would immediately realize that Zappos deviates violently from any typically company. The first thing that might strike you as odd is how much they care about customer satisfaction, and the extent to which they go to try and enhance this.
The company starts off by having a very rigorous but fun-oriented hiring process, in which employees are taught how to “Deliver Wow through service” (Company core value #1). This 2 week training period is not just for skill enhancement, but also to detect and cultivate to-be employees’ passion alongside with their dedication to this job. Zappos offers all potential employees the chance to walk away with $2000 immediately after being offered the job, in order to ensure that they are only left with employees who truly want to work at Zappos.
On top of this, apart from giving all employees their own desk as opposed to conventional call centres, Zappos allows employees full autonomy over them, and encourages customization and creativity. “Create fun and a little weirdness” (Company core value #2)
If you are still not convinced that Zappos is any different from any hip startup, let me tell you that different departments within Zappos host regular parties, that employees have no time limit on calls – thats 0 time pressure for any customer call – and that there’s free food for all employees.
If that doesn’t convince you that Zappos is fun and eccentric, I don’t know what will.