Episode description

The latest edition of Open for Business focused exclusively on Customer Service; what does it look like, how do you deliver it, and what should be the expectations? Tom Russo, Brian Parker, and Ken Cook challenged assumptions, questioned the “unreasonable” expectations of customers, and wondered, in the end, whether great customer service is worth it.

After an engaging 45 minutes the definitive answer is YES, great customer service is worth it. Jessica Davis and Duke Cajala, two of Zappos.com’s Customer Loyalty Team Managers joined us and helped explain, at least from Zappos’ perspective, why they embrace customer service as the cornerstone for everything the company does.
The show is filled with stories and best practices about delivering customer service your customers talk about. Jessica had the simplest and most profound guidepost for delivering great customer service – Treat customers as you would want to be treated. We all learned it as kids. Who would think we’d make money on it as adults?
Tune in and hear what great customer service looks like, feels like, and sounds like. Open for Business #37 – more great information than you could hope for in less than an hour.

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