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Rachael Brown on Paying Employees to Quit

An unusual story in customer service training - with remarkable results.

Date: July 11, 2008

Podcast #: 08-28

Price: Free

 

AMA_Edgewise_0828.mp3 [m]: Play in Popup

 

Synopsis

Founded in 1999, the online shoe retailer Zappos.com has been an astonishing success story, growing to nearly $1 billion in sales. Even more impressive than its sales numbers, however, are the numbers of customers who rave about Zappos customer service excellence. The company's success at customer service starts with its training program. In this interview, Zappos training manager Rachael Brown tells Edgewise how the company develops its stellar customer service - and why Zappos offers new employees $1,000 to quit.
 
AMA is one of the most widely recognized leaders in business training, having provided corporate training solutions for over 95 years. From leadership, communication and managerial training to sales, customer service and analytical skills, AMA has developed a vast array of content and training solutions to help individuals and organizations achieve business results . Each year, AMA delivers thousands of seminars and courses across the United States. With courses offered in a  classroom near you or live online, AMA is a flexible, convenient resource for all of your organization's talent development needs. AMA also offers customized solutions based on your specific talent development requirements.

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