Customer Service Representatives - 1622 Words

Zappos Case Study Executive Summary This case study analysis is based on the 2009 case study from Stanford Graduate School of Business titled Zappos.com: Developing a supply chain to deliver WOW! It begins with the general overview of the background, philosophies and current problems faced by Zappos. This is followed by a hierarchal ranking of the four major presenting problems for the company, which are: maintaining the â€Å"wow† image without overspending, inventory management/distribution problems, transportation efficiency problems and customer behavior problems. Each of these problems is addressed in more detail in the discussion section and the recommendations section at the end of the analysis. Prior to the conclusion and†¦show more content†¦For example, according to Beaudry (2009)â€Å"One of the craziest stories, said Jerry Tidmore, who manages Zappos help-desk concierge service, was that a guest checked in to the Mandalay Bay hotel [in nearby Las Vegas] and forgot her shoes. According to Tidmore, the guest called Zappos, where she had originally purchased the style, looking for a replacement, but they didnt have any in stock. So the company found a pair in the right size at the mall, bought them and delivered them to the hotel - all for free†. While this is an excellent way to gain a customer for life, if too many employees are doing things like this too often, it is going to send the company into bankruptcy. At the same time, now more than ever, when people are suffering financially, they are likely to appreciate th e â€Å"above and beyond† tactics that have made the company famous. The inventory problem is ranked second and not first because the company has already taken estimable and relatively effective measures to solve its inventory and distribution problems. As the economy continues to improve, their current system will likely be as valuable once again as it has been in the past. However there are still problems that need to be addressed, such as the need to increase overall supply chain efficiency and to deal more cost-efficiently with excess inventory. The truck problem is third in the hierarchy because this is an easily solved problem. If a cost-benefit analysisShow MoreRelatedCustomer Representative : Self Service940 Words   |  4 PagesIntroduction This report examines why customers prefer to use self-service rather than calling in to speak with a live customer representative. The reasons being are self-service is more efficient and gives the customer control of the situation. Furthermore, some service leaders believe that their customers prefer calling rather than self-service. That is true to some extent as customers are forced to call because there is no self-service option or the self-service option available is not simple toRead MoreJob Analysis For A Customer Service Representative1517 Words   |  7 Pages- Exam 1 How would you conduct a job analysis for a customer service representative position? Job analysis helps define the required skills and duties for a position so the right person can be hired for said position. A non-exempt customer service representative position needs to be filled within the company. We need to decide which human characteristics and competencies are necessary to fulfill the duties of a customer service representative. In order to define the job description and specificationsRead MoreCustomer Service Call Center Representative832 Words   |  4 Pagesâ€Å"Craigslist† on an open position for a Customer Service Call Center Representative. I currently have experience in a call center environment as a representative staff member and trainer with more than twenty years in customer service, sales, banking; and retail management. I have enclosed my resume along with this cover letter for your review. My knowledge of customer service call center trainer, along with numerous call center certifications, and rewards in customer service, would assist me in being a wonderfulRead MoreA Call Center As A Customer Service Representative1321 Words   |  6 PagesI work at a call center as a customer service representative. We usually don’t have teams created to be able to finish a common goal. Instead, we are given certain time restrictions such as call time, call waiting time, and even breaks. Our supervisor had brought before us that her supervisors and the company vice president wanted us to be able to cut down call times to be able to increase our monthly numbers. The actual issue was that we were understaffed, poorly compensated, and had a loss of autonomyRead MoreEssay about Customer Service Representative Morale1789 Words   |  8 Pages A business seeks to make a profit by providing customers with goods and services. The success of the business is in the quality of the goods and customer service. Management and leadership styles have a great impact on the working environment and employees’ motivation. The working environment also affects both management and other employees’ motivation, which in turn influences the overall progress and well being of the organization. It all comes down to keeping employees enthusiastic and energizedRead MoreIncentive Pay Programs for Customer Service Representatives2899 Words   |  12 PagesAbstract Quality of Customer Service becomes critical for companys success on the market. If planed properly, incentive pay plans may increase customer service representatives interest to providing better service to the customer. Specifics of Customer Service brings its difficulties to setting standards for quantity and quality measuring of the Customer Service productivity, as basics of incentive pay determination. Customer Service definition and role in the business. Customer Service topic is bothRead MoreMy Experience With Customer Service Representatives1160 Words   |  5 PagesHave you ever had an experience with customer service representatives? Some have stood out for being unpleasant to me because of my inability to communicate with Native Americans fluently. Sadly, I’ve had so many of them that it will take a lot for any of them to stand out. Some parts of my embarrassments have been silly and unnecessary, and I regret being embarrassed. Sure, emotion is irrational, but no one else understands why I was embarrassed, it was probably a less clumsy situation than I thoughtRead MoreCustomer Service Representative For Manufacturing 2014 Essay851 Words   |  4 Pageswithin Production, Product Assembly, Customer Service, and Engineering as a Manufacturing - Quality Engineer and Supervisor I am capable and determined to use my Talents, Accountability, Teamwork, Management Skills and Engineering Abilities to deliver business results and to continuously improve the Manufacturing Quality Processes and Customer Satisfaction. Skills Workflow Analysis ISO 9001, 13485 FDA Regulations Operations Management Customer Relations GMP, Quality Assurance Read MorePerformance Management : A Performance Based Environment As A Customer Service Representative For Toyota Financial Services2506 Words   |  11 PagesI chose the topic of performance management to research because I currently work in a performance based environment as a customer service representative for Toyota Financial Services. I came across a lot of articles and information on this topic and due to the nature of my job, this topic was very interesting for me. Performance Management means managing the performance of an organization or individual. It is an assessment of employees, progress and other factors that are geared towards company goalsRead MoreThe Two Most Interesting Jobs1188 Words   |  5 PagesProfessor Fred Mader Marketing 340 2/13/16 Marketing Paper The two most interesting jobs I discovered through my research is Market Research Analyst and Customer Service Representative. They require educational experience that is a level apart in difficulty. They are in contrast in that one helps the firm and the other helps the firm’s customers. The jobs involve working together with people so that both sides are happy in the end. Their salaries differ as a result of their educational needs for