Subject: Operations Management
Discussion post, please use your own words, no plagiarism, Please cite any sources. (see attachments for help responding to this discussion post)
Please respond to following:
From the Zappos video, analyze the role that customer service plays in business and determine the service management skills at Zappos. Explain and evaluate the different way(s) that Zappos creates a superior customer service experience. Evaluate how operations and management activities impact the management of goods and services that Zappos provides.
Video link: https://www.youtube.com/watch?v=tFyW5s_7ZWc
respond to classmates’ posts.
Good Morning Dr. Guevarez and fellow classmates,
My name is Anna. I am a mother of two children who have medical and special needs. My life is BUSY, FULL, and never is there a dull moment. I live in Virginia and am in school for my business administration bachelor’s degree. I also raise Pomksy pups (a mix of a husky and pomeranian), and if you know anything about either of those breeds, you know they are full of energy and absolutely sneaky. They bring tons of laughs our way and life is undoubtedly enhanced by their silly antics.
Moving forward with the material portion, I wanted to add that I did a little digging on Zappos. I have always heard they were a great company to buy from and work for.
Customer service plays a vital role in business. The service received by a customer can make or break their future purchases and the opinion they give to prospective customers. Zappos actually did away with managers in 2015 and instead utilized a form of self-organization. They also have their service delivered by what they call the CLT (Customer Loyalty Team). In terms of their service management skills, they allow their representatives to have an unlimited amount of time on the phone and utilize no scripts at all. They have their reps focused on solutions and make them easily accessible to customers. Additionally, they offer a 365-day return policy with shipping and returns being free. That is almost unheard of in the industry.
Operation and management activities by having an e-commerce store could lend difficulties to customer service issues; however, Zappos has genuinely made it possible and provides top-level service.
Suppose you made an Amazon purchase. You try it on and realize it must be retuned because it does not fit. While Amazon makes it easy to go into your account and order section and return an eligible item, you sometimes have to pay for shipping. Other times, you must print a label and take it to an approved drop-off location. It can seem simple but getting an explanation as to why you did not have to pay for the return of the shirt but do for the pants is painstaking. Reps are often not easy to understand and very clearly use pre-scripted responses. It feels impersonal and dry. Perhaps you also want the pants but in a different size. That is not a simple return to make with them.
Clearly, Zappos has set the bar for online shopping, organizational management and culture, and customer service.
References:
10 Things To Know About Zappos Customer ServiceIf there’s one thing synonymous with Zappos, it’s providing superior customer service. Here’s how we deliver happiness daily.Roxanne Warren
https://web-s-ebscohost-com.libdatab.strayer.edu/ehost/detail/detail?vid=0&sid=b80f6fa9-6508-4079-9dc7-735719a10fe4%40redis&bdata=JnNpdGU9ZWhvc3QtbGl2ZSZzY29wZT1zaXRl#db=bsu&AN=147332332
Last Completed Projects
| topic title | academic level | Writer | delivered |
|---|