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How Zappos' 10 Core Values, 21 Skill Sets Engaged Contact Center Employees, Raised Customer Loyalty


Zappos is widely recognized for its top-rated customer service and its customers' fierce loyalty. Behind this is a culture of engaged employees fully embued with the company's 10 core values. Jane Judd, senior manager of Zappos' Customer Loyalty team, helps imbue these values into all Zappos’ employees. New hires have extensive training around all 10 values and each month the company picks a different value to celebrate. Ongoing training encourages employees to learn 21 new skills sets, part of the core value to "Preserve growth and learning." Judd shared her expertise at IQPC’s 12th Annual Call Center Week. CMIQ caught up with her after her presentation. The interview is part one of a two-part interview with Zappos' Customer Loyalty team. Check back next Monday for part two.


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systemsthinking 07/22/2011 10:44:53 AM EDT

I couldn't agree more. Customer focused culture in is important. Knowing the purpose of your call centre from the customer's point of view and making sure that your employees are able to deliver what matters to customers will have impact on customer loyalty and employees' motivation. Managers need to understand blockages that stop employees to deliver and remove those blockages. Make it easy for employees to fulfil their duties and deliver what's promised to customers. That is more rewarding than anything else. Focus on the design of the work and fix or broken processes not the people. People come to work to do a good job (most of them!) but in most cases the broken processes let them and customers down. As a result, employees get shouted at by unhappy customers.
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