Culture February 21st, 2020

The Lowdown On Zappos' Customer Service Experience


The telephone was invented by Alexander Graham Bell on March 10, 1876.

The first conversation was probably less than 10 seconds long. He said to his assistant, Thomas Watson, “Mr. Watson — come here — I want to see you.”

Fast forward to today, and the telephone is still one of the most important pieces of technological equipment used by Zappos. In this episode of Zappos Stories, we talk with passionate employee and Culture Guide Ryo Zsun about Zappos’ commitment to delivering exceptional service.

“Customer service is our brand, our jam; we’re customer service obsessed,” says Zsun.

Our Customer Loyalty Team (CLT) is dedicated to helping anyone who calls, whether it’s for a new order, a return, or to find the best pizza in the city. Further, everyone in the company participates in answering phone calls throughout the holidays, including CEO Tony Hsieh. Talk about Core Value #10: Be Humble.

“We have an amazing ability to create a natural personal emotional connection with our customers,” says Zsun. “That customer service experience turns into the story the customer shares with their friends, families and on social media.”

If you’ve been on the receiving end of some Zappos PEC (personal emotional connection), we’d love to hear your story in the comments below. As always, call us anytime at 800-927-7671, or email us at


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