On-location YouTube video (Video 22) by John Assaraf at the Zappos headquarters. In this segment (about 7:00 PM, during Halloween decorations) Assaraf and a Zappos speaker tour the Customer Loyalty Team (CLT) and explain that CLT members are empowered to resolve customer issues (shipping, fit) without managerial approval to avoid putting customers on hold. Teams typically have about 8–12 people and a lead is available for consultation or coaching.
Questions this video answers
About 7 o'clock at night.
Customer Loyalty Team.
About 8 to 12 people per team.
At the Zappos headquarters.
So we're up on the second floor right now and we're here at. It's about like 7 o' clock at night at the Zappos headquarters. Looks like it's Halloween here. Every day is Halloween here. Your kids left your house like they should be telling them clean up, wouldn't you?
Alright, guys, so this is the heart and backbone of Zappos, the customer loyalty team, or clt. Also customer service center. We try to refrain from using customer service because it has kind of a negative connotation these days. The biggest difference between our customer service center and normal ones is that these guys are empowered to make any decisions. If there's a shipping issue or a shoe fit issue, they are entitled to create coup without checking with the lead. Sending out a new pair of shoes if necessary, without, you know, nothing really needed to put customer on hold, get that manager, get that approval and make them wait that much longer. You know, bounce from a supervisor to another supervisor to that supervisor's supervisor. That's great. Yeah, exactly. And that's, that's part of the reason we want to make sure we are providing that experience that is just unmatched. And so putting the customer on hold is not part of that kind of experience. So that's why we want to make sure we empower them. If they do have any questions though, every team has about eight to 12 people on it and there's a lead available to them. If they, they can definitely call and get a question. If they're not comfortable with what they want to do, they can call and say, hey, is this okay if I do this? The leads will back them. If they think maybe there was a better idea, they'll coach them for the next time. But definitely in this case, why don't you go ahead and do that?
