Customer service is key to the success of a business. Nonetheless, as noted In Nadia Gunderson’s blog, companies such as Wal-Mart do not have customer service as a priority. Customers go to Wal-mart for their low prices. In addition, she pointed out that Zappos service is the opposite because it needs to maintain customer loyalty. Customer service is essential for Zappos. Zappos is revolutionizing customer service. When people buy Zappos shoes they do not go to a conventional store where they are attended by a sales person. As a result, the approach to customer service is changing to reflect consumer needs. Customer service creates an “experience” just as Starbucks has successfully done. However, as a news 5 report shows, it can be difficult to find the most effective way to provide good customer service.

For example, call centres are effective for Zappos. On the other hand, call centre’s for Wal-mart can simply be a greater hassle to its customers who are unaware of who the right person is to help them. As a result, the training for employees is key. The organizational culture and the motivation employees get from the workplace will allow them to provide better customer service.

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