discussion 1

docx

School

Strayer University *

*We aren’t endorsed by this school

Course

475

Subject

Management

Date

Nov 24, 2024

Type

docx

Pages

Uploaded by Jaasminee

In my current job role, I am a supervisor but in October I was offered to start a stretch role to become an operations manager. I am training to be the next operations manager and am forever grateful for the opportunity. I am certain there will be plenty to learn that will help me make future decisions as an operations leader from this class. I am happy to be here and ready to learn. Zappos is one website I use often, and their customer service is personally have had to call them before and use this company when they have shoes or slippers I like. I like the fact of their super-fast free shipping and free returns if you are not happy with your selection. I purchased a pair of Ugg slippers for my mother this holiday season and they arrived in less than 2 days. The other pair of slippers I ordered for my father did not fit and the return went smoothly, and I got a refund as soon as the post office scanned the label to ship back which was nice. Often you have to wait several days until you see your refund on your credit card. I can say they are super friendly and want you to be happy with your purchase. Not all online sites and customer service focus on the member and their satisfaction. I love that Zappo's number one priority is culture. Creating and maintaining culture and hiring the right people shows why they are successful. They have no scripts to help but are empowered to show their customers how well they appreciate them. I can attest to this as they sent me a coupon a code for $50 coupon voucher off my next purchase with no minimum requirement. It pays to shop here as they do want to treat their customers right and want you to come back for more. They show their appreciation in ways that benefit customers, and it shows. I love shopping at Kohl’s but there are often the shipping is not free unless you spend a minimum of $50 or more. This is a marketing tool to get the customer to want to purchase more instead of paying the shipping fee of $8.95. I feel like this is not in the customer's best interest. When you call customer service their team is offshored to another country and it isn't always the easiest to get your message across. I have had terrible experiences with their customer service from them either disconnecting, not understanding my needs, or unsure how to resolve my issues. If I was comparing it to different when it comes to customer service. Many companies ofoutsourceheir customer service to save money when it turns into losing customers and costing them more to fix problems that incur. It is important to listen to the customer, be professional and knowledgeable, and be how clear on your communication is being delivered. I wish more companies would adapt to the tools, training, and beliefs that Zappos uses. I also wish that Zappos sold more than just clothing and shoes but like anything you never know what the future may bring.

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