Many frontline customer service reps are judged on how quickly they can get a customer off the phone, a metric we've repeatedly pointed out leads to customers’ issues going unresolved. But the folks at Zappos.com apparently aren't as clock-minded, with one record-setting call crossing the nine-hour mark. In fact, that endurance test of a phone call was closer to 10 hours, clocking in at nine hours and 37 minutes....
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From Retail Customer Experience
Tags: Customer Experience, Customer Service, Employee Training, Online Retailing
Zappos.com is more than an electronic shoe store. It is a supportive community that happens to put you in a pair of great-looking shoes.
Somewhere in creating what is now...