Summary of The Employees of Zappos.Com, Tony Hsieh & Mark Dagostino's The Power of WOW

Please note: This is a companion version & not the original book. Book Preview:

#1 The Zappos team is known for its customer service, and it is my job as a Customer Loyalty Team lead to make sure that continues. I do spot checks of our customer service call logs to make sure that people who call in with a question or concern are being taken care of as they should be.

#2 The call center agent was empathetic and friendly with Susan, but she didn’t offer much of an apology for the inconvenience and worry she had caused her. The shoes were meant to be a tribute to the boyfriend’s death, and it was clear that they were more than just shoes to the family.

#3 I called Susan and made sure her daughter received the new shoes in time for her chemo treatment. I also sent her a $100 gift certificate so she could buy something nice after all of this was over.

#4 I was shocked at how much the woman, who was preparing for her husband’s funeral the next day, enjoyed talking to me. I learned that people all over the world like to talk, and they especially like to be listened to.

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