
The Danger of Success, With Len Herstein
Business Creators Radio Show With Adam Hommey
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Zappos - What Your Customer Service Representative Would Do?
Zappos, a customers service rap, said, held on a second, let me look for you. Found a place that was open, and actually helped them put in an order for apiza. No conversation at any point in time about buying shoes,. Ended the call, and tony was through the roof happy because this is what they had taught their people. It didn't matter how long they wer on the phone for, they weren't timed. All that mattered is that they tried to satisfy their customer in the way that their customer needed to be satisfied at that point ind time. That is understanding your purpose and having the autonomy and discretion to do what you do within whatever you
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