School of WOW

Front-Line Training

Want to take your customer service to the next level? Have Zappos Customer Service experts come to your organization and teach your front-line customer service the importance of connecting with customers and delivering a 'WOW' experience.'

Request Front-Line Training

Bringing the Zappos WOW to Your Company

Zappos customer service experts come to you for a full day of training with your customer service team as they review the nuts and bolts of how stellar customer service can result in stronger brand loyalty and leave your customers coming back for more! With six years on FORTUNE’s 100 Best Companies to Work For® list and world-class recognition in the customer service industry, our customer service leaders are excited to WOW you!

Zappos Customer Service Philosophy

Understand Zappos customer service basics emphasizing empathy, connection, empowerment & solutions

Owning the Customer Experience

Learn how to take ownership of your customer's experience using your company's values or mission.

Personal Emotional Connections

Understand the importance of establishing a strong personal connection with your customers

Identifying Challenges

Identify your company's customer service challenges and teambuild for solutions

Training Activities

Discover activities that provide technique for creating connections, creative problem solving, and strengthens team member confidence to make decisions.

WOWing Your Customers

Learn to Identifyand avoid the pitfalls of poor customer service and how to turn difficult situations into opportunities.

What's Included in School of WOW

In this one-day workshop, you will meet with customer service experts at Zappos. 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.

Shadowing Live Customer Service Calls

Sit with a Zappos Customer Loyalty Team member where you'll shadow live customer phone calls and witness first-hand how they deliver WOW customer service.

The Zappos WOW Customer Service Philosophy

Learn the pillars of the Zappos WOW philosophy and how we train and empower our employees to do what's right for the customer.

Quality and Metrics

Learn the benchmarks and metrics used to measure customer service success at Zappos

Tour of the Zappos Campus

Take a tour of the Zappos Campus and learn the history of Zappos from a small internet startup to a billion-dollar eCommerce retailer.

Breakfast and Lunch

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

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

Get your burning questions answered by customer service leaders in open Q&A sessions and have takeaways to bring back to your organization.

Request a School of WOW Front-Line Training!

Request the School of WOW Front-Line Training for your organization. Fill out the form below and we'll get right back to you!