Taking Customer Service to the Next Level
I have been working in most likely the highest level of customer service for over 12 years now. When I am out shopping, I have no tolerance for bad customer service. So when I read about Zappos’ high attention to premium customer service, I commend them. They have changed the mentality of treating customer service as a “cost center” and recognizing it as a means to building loyal customers. The most impressive tactic they are using is paying employees $1,000 to quit, after a month of employement, if they do not like their job. Wow, very impressive. I mean, in my business, CS is so valuable to retaining customers that it is extremely important to have employees who want to work there and do a good job. Plus after a while, it is very difficult terminating an employee now a days. So the $1,000 incentive maybe the way to go to get rid of the employees that will not excel in CS at an early stage.
