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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



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.

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