It is rare for customer service at any major retailer to be efficient and kind…but Zappos is both. After a recent transaction the retailer has gained a customer for life… me. The shoes I ordered were too small. I called Zappos to ask how to exchange. They sent me a return label via email and overnighted me a new pair…before I’d even sent back the old pair. A few days later I got a personal note in the mail from my customer service person, Michelle, which said, “Thank you for sharing your day with me.” I’ve learned that this kind of “put a smile in someone’s day” is company philosophy. Every customer service rep (hear this Verizon? Time Warner? AT&T?) should make Zappos CEO Tony Hsieh’s book Delivering Happiness: A Path to Profits, Passion, and Purpose their go to guide. Zappos, I’ll be back.
