We have long admired Zappos for their customer service.
For those who haven't heard of Zappos, they are an online retailer for shoes and clothing. Their customer service is world-class and there are several stories of how they go the extra mile for their customers.
The most popular one however is the following (in the words of CEO Tony Hsieh) -
"I’m reminded of a time when I was in Santa Monica, California, a few years ago at a Skechers sales conference. After a long night of bar-hopping, a small group of us headed up to someone’s hotel room to order some food. My friend from Skechers tried to order a pepperoni pizza from the room-service menu, but was disappointed to learn that the hotel we were staying at did not deliver hot food after 11:00pm. We had missed the deadline by several hours.
In our inebriated state, a few of us cajoled her into calling Zappos to try to order a pizza. She took us up on our dare, turned on the speakerphone, and explained to the (very) patient Zappos rep that she was staying in a Santa Monica hotel and really craving a pepperoni pizza, that room service was no longer delivering hot food, and that she wanted to know if there was anything Zappos could do to help.
The Zappos rep was initially a bit confused by the request, but she quickly recovered and put us on hold. She returned two minutes later, listing the five closest places in the Santa Monica area that were still open and delivering pizzas at that time."
That's crazy, right!
Well that's Zappos for you.
At Goalwise, we had our Zappos moment last week on our website's online chat, thanks to Medhavi - one of our customer experience reps.
Sharing the chat transcript below:
What's your favourite personal experience of awesome customer service that you received from any company? Let us know in the comments below. :)
Want to join India's best customer service team? Drop us an email on firstname.lastname@example.org. :D
N.B. I hope you won't start pinging us for food recommendations now or the customer experience team will kill me. 🙈
Use this app instead.
Btw, if you are in HSR, do check out TBC. Yum!