After watching a video in class about the online shoe company, “Zappo’s”, I was intrigued by the atmosphere in the office. Contrary to the preconceived impression of an office job, you could truly feel the excitement, happiness, and dedication of the workers in the office.

I decided to do some more research on this topic and stumbled across Richard Branson’s Virgin Blog post titled Are You Happy At Work? . The blog post outlines how common it is for people to be unhappy or unsatisfied with their workplace, and how this problem is mistakenly overlooked. The bottom line was that “increasing engagement could add tens of billions to GDP.”

I definitely agree with this viewpoint, and also believe that employee satisfaction plays a key role in the success of a business. In terms of humans resources, the happier an employee is, the more pleased the people they react with will be. For customer service, this means that when a dissatisfied customer calls in with a complaint, it is important that the worker on the line be fully engaged, passionate, and happy to help.

Zappo’s provides a very positive customer service experience as every employee who answers the phone does so in a positive manner. In addition, there is no time limit on calls made. These factors, combined with several other policies are what create a lasting impression with a satisfied customer, and are what will keep the customers coming back.

http://www.newyorker.com/reporting/2009/09/14/090914fa_fact_jacobs