Zappos, the online retailer, tells its call centre employees that they can never use a script, and they can never upsell. This unconventional approach makes the experience distinctly human, and has established Zappos as a leader in customer service.
Zappos, the online retailer, tells its call centre employees that they can never use a script, and they can never upsell. This unconventional approach makes the experience distinctly human, and has established Zappos as a leader in customer service.