Read the article carefully and answer the following question .Please provide good answer as one of the tutor provided a very bad answer.

Question - List and briefly describe 5 things that these companies do to offer superb customer service.

ARTICLE -

Wehave10corevalues,anditstartswithournumberone,whichisWowThroughService.That'swhateverythingisreallystartswithhereatZappos.Noticeitdoesn'tsaytheword,CustomerService,becausewe'renotjustaboutservingthecustomer.Weareaboutservingouremployees,servingourmanagers,servingourpartners,servingourvendors.

Sowethrow,forexample,abigpartyeveryyearforourvendorstoexpressourappreciationtothem.Eventhoughwe'repayingthem,wereallywanttoshowhowvitaltheyareforustodoourbusiness.Andwethinkaboutthatoneverylevel.Sothatwhenourcustomerservicecenterhere,CustomerLoyaltyDepartmentaswecallit,getsonthephones,they'renothavingtoswitchintocustomerservicemode.They'realreadyinamodeofservicebecausethat'sournumberonecorevalue.

Todaywe'vegotwhatwecallsevenpromises,whichhavedevelopedoverthepastfewyears,whichincludeeverythingfromfast,livehelp--weactuallyanswerthephoneslive.Youdon'tgotoarecordedmessageandwaitinqueue--toamoneybackguaranteefor60days.So weallowpeopletotryourproductsfor60days.

Andthenoneofourmoreunusualpromisesisourmanagementaccountability.Wepublishthetelephonenumberandemailaddressofmyshippingandinventorymanager,mycustomerservicemanager,andmyself.Notonlyoneveryorderthatgoesout,butalsooneverycatalogs.That's12millioncatalogslastyear.That'salotofvisibilitythatwegiveourselvesforanycustomerthatwantstocallforanyreasonandsaythey'rehappyorthey'renothappy.

Wehavedisplaystoshowifthere'sanycustomersinqueue,andhowmanyrepsareavailableandready.Wehavethesedisplayssituatedthroughouttheofficesothatyoucan'tnotseewhat'sgoingonunless you'reactually hidingunderyourdesk.Theideaisthatwe'reallresponsiblehereforrespondingtothecustomer.Soatanyonetime,everyoneinthebuildingcanseeifthere'sanycallsinqueue.Ourjobistomakesurethere'szerocallsinqueueatall times. Everycustomergetsaliveandfriendlyanswer.

SomeofthethingsthatwedoforourcustomerserviceatZapposincludefreeshippingbothways.Wehavea365dayreturnpolicy.Weputour1-800numberatthetopofeverysinglepageofourwebsite.Werunourcallcenter24/7.Werunourwarehouse24/7,whichactuallyisnotthemostefficientwaytorunawarehouse,butitgetstheordersouttothecustomersmorequickly.

Wedosurpriseupgradestoovernightshipping,soalotofourcustomerswillgettheirordereighthourslateriftheyorderatmidnighteastern.Forourcallcenter,it'srunverydifferentlyfrommostothercallcenters.Wedon'tupsell.Wedon'thavescripts.Wedon'tmeasurecalltimes.

Mostofwhatwefocusonthough,is whathappensafterthesale'sbeenmade.There'salotofwebsiteswhereyoucanordersomethingandmaybeadaylateror aweeklateryougetamessagebacksaying,oh,sorry,thatitem'sactuallyonbackorder.It'soutofstockandnotavailable.Soforus,wedecidetogowiththephilosophyofactuallyonlyshowingonourwebsitewhatweknewwasphysicallyinourwarehouse.

Peoplethinkcustomerpolitenessisthesameascustomerservice.Theythinkthatallyouhave to doissmileonthephone andeverything'sOK.Attheendoftheday,customerserviceismoreproactiveof,let'smakesurethecustomergotwhattheywanted,whentheywantedit,andarethrilledwithwhattheygot.Itelleveryoneofmyemployeesthere'sfourstepstowhenthere'saproblemwiththecustomer.AndIbelieveifyoudoallfourofthesethings,thecustomerishappyandyoutakecareofit.ItspellsoutSAVE,S-A-V-E.

FirstthingisS,Sympathize.Letthecustomerknow,hey,noneedtoarguewithme.Iunderstand.You'reright.Icanunderstandwhyyou'reupset.Oh,weweresupposedtobethereat2o'clock.It's3:30.Icanunderstandhowfrustratingthatis.Oh,you'reright.Thisisthewrong mattecolor.I'mso,youknow,Icanunderstandwhyyoucalled.I'msorryyouhadtocomeintodayandit'snotdoneproperly.Letthemknow,noargumentneeded.Igetit.Thatinitselfprobablytakescare of50%oftheproblem.

A,Act.Dosomething.Youknowwhat,letmecallthemanagerrightnow.I'llhavehimgetthistakencareof.Youknowwhat?Letmecallthesupplierandseeifwecangetsomenewmolding.Letmehavethisdelivered.I'llhavethisfixed andI'llhaveitdeliveredtoyoubytheendoftomorrowortodayorwhatever.Dosomething.

VisVindication.Iknowatleastinourcase,we'renotscrewedup.Imean,ourmistakesarefarandfewbetween.Westillmakemistakes.I'mstillworkingongettingitdowntozeromistakes,believeme.Butthefactofthematteris,Iremindthecustomer,orItellthecustomer,listen,justsoyouknow,whentheframingisdone,wehaveaninspectorthatchecksit.Thenwhenitcomestotheshowroom,thesalesconsultantchecksit.

Theyusuallycatchthiskindofthing.I'mreallyembarrassedtheydidn't,butyouknow,I'lltakecare of it.Let themknow,wedon'ttakethislightly.Wedon'tthinkit'sOK.Wedidputstepsinplace,andunfortunatelytheydidn'twork.Butatleastletthecustomerknowyou'repayingattention.

Andthe lastoneisEforEat Something.Youknow,letmegiveyoufreedelivery.Letmegiveyouafreeoilfilter,freeairfilter.I'llsenditovertoyourhouse.Dosomethingaboutit.

Wewantedtobecomethebestcustomerservicecompany,thebestcustomerservicecompany.Thatwasourgoal.Wewantedtobecomethebestcustomerservicecompany.Ipromiseyouthat,becausemyexperiencehasbeenthisway,ifyouwillfocusonthesethreethingseveryday,everyday,thenyourcompanywillbeasuccess.Youcannotfailifyoudothesethreethings.

OK.Numberone,numberoneisflawlessexecution,flawlessexecutionineverythingthatyoudowhereyoutouchthecustomer.Weretheyconsistenteverysingletime?Ifthey'recallingyouonthephone,youanswerthephoneinlessthanthreeminutes.Iftheyshowupattheairport,youdon'thavelinesattheairport.Youdon'twanttoshowuponedayandhavealinethat's45minuteslong,andthenextdayhavethelinebenolineatall.

Numbertwoisthatyouneedtohavethepeoplethatworkforyoubeambassadorsforyourbrand.Theyhavetolovethecompanytheyworkfor.They absolutelyhavetolovethecompanytheyworkfor.Andyouknow,somanycompaniesgetitwrongwherethey'remoreworriedaboutprofitsthanthey arepeople.AndIreally,reallybelievethatyoucouldneverhaveagreatcompanyunlessyouhavegreatpeoplewhoadorethecompanythey'reworkingfor.

IrememberonetimeIwasupinBuffalo,NewYorkandIwastalkingtooneofourcrewmembers.Andshesaid,IloveJetBlue.Iloveworkingforthiscompany.I'macelebritybecauseIworkforJetblue.I said ,what do you mean,you're acelebrity?Shegoes,IgotothebankandIcashacheckand ithasJetBlueonit,andtheladyinthetellersays,what'sitliketoworkforJetblue?Whatagreatcompany.

AndthenIgotochurchandI'mwalkingdowntothepewandIhearsomeoneyell,JetBlueJetBlue.Andit'saladythatIcheckedinontheflight.Andshe'slike,I hadagreatflight.She says,Ifeelso,shesays,ifyougivemeanythingwithJetblueonit,IwillwearitanywhereIgobecauseIwantpeopletoknowIworkforthiscompany.Shewasanambassadorforthebrand.ShewasproudtoweareverythingthathadanythingtodowithJetblue.

Thethirdthingismakeitrightwiththecustomer.Andbasicallywhatthatmeansis,andthisisalottogo.This isprobablythehardestthingthatyou'regoingtohavetodo.Andthatis,youwanttohaveyourgoalasifsomebodyhas,ifoneofyourcustomershasaproblemwithyou,thatifnumberonedidn'twork,ifflawlessexecutiondidn'tactuallyhappenandyouletyourcustomerdown,youwanttobeabletomake,toactinsuchawaytomakeitrightwiththecustomersothatthatcustomerismoreloyaltoyouhavinghadaproblemthanifhehadneverhadaprobleminthefirstplace.