All of the employees are empowered to make decisions that are right for the business to service the customers. If the Customer Loyalty Team representative wants to WOW the customer, they have full control of the experience whether it is upgrading the shipping, making a customer VIP, or sending flowers to a customer to brighten up their day. Empowered employees make customers happy!
In this video, you'll learn how Zappos Customer Loyalty Team Leads empower their team members.
The purpose and function of empowerment in the Zappos Family.
Types of power to think about.
How it applies to the role of the lead in Zappos Customer Loyalty Team.
How to help team members feel empowered.
This training has been given by the Tool Box Team which is a specialized training group specifically to support the growth and development for the Zappos Customer Loyalty Team.