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The Zappos Experience by Joseph Michelli

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APPENDIX A:SHARING GREAT CALLS

As outlined in Chapter 7, the Sharing Great Calls program at Zappos begins with the CLT member identifying a great customer call and sharing the call information with the CLT supervisor. The CLT supervisor then writes an e-mail to the customer, asking for feedback and the customer’s input into the service that was received.

The following are examples of feedback received. The first example includes the e-mail sent to the customer from the CLT supervisor, but to avoid repetition, the remaining examples include only the customer response.

CUSTOMER: Melissa Holt

Hi Melissa! I’m Alexa, and I am the Lead for Tamara here at Zappos CLT, Inc. Our Team Member said what a great time she had talking to you! We have started ...

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