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article image10 hour customer service call sets record

By Greta McClain     Dec 23, 2012 in Odd News
Las Vegas - Good customer service can sometimes be hard to find, and one Zappos customer put the companies motto of "Powered by Service" to the test.
Earlier this month, a Zappos customer service representative in Las Vegas received a call from a college student who wanted to purchase some Uggs boots. During the call, the student stated they were considering moving to Las Vegas. The representative began talking to the caller about Las Vega, giving tips on neighborhoods, jobs and various other things. Some ten hours later, the customer finally purchased the boots and the call ended. The marathon 10 hour call marked the longest customer service call in Zappos history. Thankfully, the customer agreed to be put on hold a few times so the representative could take a short break.
Zappos has been hailed for their quality customer service over the years. In a November Harris Poll, Zappos and L.L. Bean tied for the second place slot for best customer service among apparel retailers. Victoria Secret held the top spot. In 2010, Zappos ranked third in the Customers’ Choice survey for customer service among all retailers.
Stella Service, a customer service measurement and ratings business, rates nearly 600 apparel stores on their customer service. Zappos has a customer service rating of "Elite", making it one of only 44 apparel stores to receive the rating.
Jeff Lewis, a spokesman for Zappos, said:
"We feel that allowing our team members the ability to stay on the phone with a customer for as long as they need is a crucial means of fulfilling {quality customer service}."
Quality customer service is one thing, but spending 10 hours on one call seems a bit extreme. However, as MyFatCat noted:
"Customer service isn't just about shoveling product out the door. It's about making sure that customer's word of mouth does your marketing for you...and comes back."
More about Zappos, Customer service, Phone call, service center, Retail
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