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For Zappos, Customer-Centricity Means Knowing When NOT to Answer the Phone?

Brian Cantor

In a much-anticipated session at the 4thCustomer Experience Summit, presented by Call Center IQ, two Zappos professionals explained a controversial call center management decision as the best possible path to customer satisfaction. Challenged by an attendee over their decision not to turn off the phones when dealing with a credit card breach, Scott Klein and Christina Colligan explained that while the decision was a tough one, it ultimately provided the best possible experience for customers...
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