For Zappos, Customer-Centricity Means Knowing When NOT to Answer the Phone?

Contributor:  Brian Cantor
Posted:  05/29/2012  12:00:00 AM EDT
Rate this Article: (3.8 Stars | 14 Votes)
In a much-anticipated session at the 4 th Customer Experience Summit, presented by Call Center IQ, two Zappos professionals explained a controversial call center management decision as the best possible path to customer satisfaction. Challenged by an attendee over their decision not to turn off the phones when dealing with a credit card breach, Scott Klein and Christina Colligan explained that...

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Brian Cantor Contributor:   Brian Cantor


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