Learning From Zappos: Your Customer Service Core, Part 2

Yesterday, I talked about how Zappos uses a really old tool, the telephone, as one of its most important marketing tools. They understand that customer service is of utmost importance to the success of their business. As such, they place a huge emphasis on empowering their team to take care of customers when they call in.

One of the other things they do that is they make it easy for their customers to contact them. Consider their website. Below is a screen shot of the latest site:

Image of the Zappos homepageWhat do you see right at the top of the page? You probably guessed it – their customer service number, a second one for Spanish speaking customers, and on top far right of the screen, a link for live, online assistance.

This is a small detail, but it is the type of detail that demonstrates just how serious the company is when it comes to taking care of their customers.

The interesting thing to consider is that this can easily be copied by companies worldwide. Anyone can edit their website and add this vital information on a prominent place on their webpages. It’s really easy to do. But on the backside, the people who answer the phones, it is not as easy to pull off.

Questions to consider:

  1. Do you make it easy for your customers to contact you?
  2. Can they talk to a real person or do they get an impersonal messaging service?
  3. Does your website serve as a customer service tool?
  4. If you are the owner or manager of a company, do you share your contact information willingly and in a place that is easy to find?

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