School of WOW Leaders

Customer Service Training

The School of WOW customer service training was designed to help springboard teams into enhancing their company’s customer experience and improving company culture. Join Zappos Customer Service experts for a full-day workshop that shares the lessons we’ve learned throughout our history and how establishing core values can help companies meet their goals.

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Experience The School of WOW


The Curriculum

Live Phone Calls

Shadow Zappos customer service calls and witness first-hand how our customer service representatives WOW.

Customer Service & Word of Mouth Marketing

Discover how WOW service leads to word of mouth marketing.

Importance of Identifying Your Company's Values

Learn how Zappos' core values help define our approach to service and understand how yours should and can do the same.

Quality Assurance

See how our quality assurance process has changed over the years and take back tips for your organization after hearing some of our successes and failures.

Training for WOW Service

Deep dive into how Zappos trains employees to provide excellent customer service through empathy, connection, empowerment & solutions.

Q&A Sessions

Gain insights directly from Zappos Customer Loyalty Team leaders throughout the workshop.

School of WOW Leaders Highlights

Shadowing Live Customer Service Calls

Listen to live customer phone calls with our Customer Loyalty Team and see how our representatives deliver WOW customer service.

Presentations and Q&A Sessions

Meet leaders from our Customer Loyalty Team and learn some of the ins and outs of creating a service-minded customer service team.

Tour of the Zappos Campus

Take a tour of the Zappos Campus and learn about our history from our beginnings as a small internet startup to our growth into a billion dollar e-commerce retailer.

Breakfast and Lunch

You won't be hungry, we promise! We provide a catered breakfast and lunch for the day.

Did you know that the record for the longest Zappos customer phone call was 10 hours and 43 minutes?

Did you know that the record for the longest Zappos customer phone call was 10 hours and 43 minutes?

Q&A Session with

Leaders from our Customer Loyalty Team

In this one-day workshop, you will meet with leaders from Zappos Customer Loyalty Team and learn how Zappos built and scaled our customer service department from a small startup call center to a large 700+ person contact center.


Our Pricing Options

We have a limited number of seats available for purchase for each event. Register today to reserve your seat and take your organization's customer service to the next level.


School of WOW


February 6th, 2020
Zappos Insights' School of WOW for Leaders at the Zappos Campus in Downtown Las Vegas, Nevada

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If you are interested in sending 5 or more people, are local, or are a part of a non-profit, education, or military/government sector, please ask about our special rates!

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The School of WOW for Leaders Agenda

We are excited to have you join us. We have a jam-packed day filled with learning opportunities and activities to help you on your journey to creating the Customer Service team you've always imagined for your organization.

*Please note, agenda is subject to change.



Check-in, grab some breakfast, and meet the Insights team!

Tour of Zappos HQ

Take a tour of our headquarters and see our unique culture first-hand.

Evolution of Service and Quality

Learn about the evolution of Zappos customer service and our approaches to quality assurance


Learn about the Zappos Customer Loyalty Onboarding program. From our 4-week onboarding program, incubation process, and integrating new hires into their new teams.

Zappos Experience Breakdown

Let’s break down the tips and tricks of customer service basics that can be applied across many industries, and how clear expectations & feedback alongside these basics can help create a great experience for your customers.



Live Call Shadowing

Shadow live customer phone calls with our Customer Loyalty Team.

Choose Your Own Adventure

Continue call shadowing or Q&A’s with various customer service teams.

CLT Leadership Panel Q&A

Meet with leaders from the Customer Loyalty Team and call center operations. Ask any and all questions you have.

Group Activity

We won't spoil the surprise here!

Final Debrief/Depart

A Recap of the day's learnings and depart Zappos!


What People are Saying

We are passionate about Customer Service and love helping organizations who share the same passion. Here is what School of WOW alumni have to say about the event.

Brian K.

ATB Financial

Rubylyn E.

Nurse Next Door

Melissa C.


Paulina L.

Rhythm Systems

Brian K.

ATB Financial

Rubylyn E.

Nurse Next Door

Melissa C.


Paulina L.

Rhythm Systems, Inc

Let's Get Started

Register for School of WOW for Leaders Today

If you are passionate about improving your organization's customer service, and want to WOW your customers, register for the School of WOW for Leaders today! Seats fill up fast!

Register Contact Us