Wow customer service, in my definition, isservice that goes beyond fulfilling basic customer expectations and does so in a creative, unexpected way. [This is an abbreviated definition, adapted from what's used in my customer service training and consulting approach.] How Zappos creates wow on every callIn the context of Zappos, a company whose stated purpose is “To Live and Deliver WOW,” “wow” is typically delivered over the phone, the humble vessel that Zappos considers to be its most important connection with customers. “We want to distinguish the service experience for every customer, on each and every phone call,” says Megan Petrini, a customer service trainer/ training facilitator for Zappos Insights, the training arm of Zappos that offers programs designed to help other companies learn the ways of Zappos, including one called, literally, “School of Wow.” “The connection can be anything, as long as it authentically relates to the customer. While such “wow actions” do cost the company some money, as a general rule, wow customer service doesn’t have to cost money–at least not directly.

Source: Forbes September 15, 2018 19:21 UTC