Week 1 Discussion 1 Top of Form

"Customer Service - Zappos"

From the e-Activity, analyze the role that customer service plays and determine the service management skills at Zappos. Evaluate the different way(s) that Zappos creates a superior customer service.

Choose at least two OM activities in Exhibit 1.1 from Chapter 1 of the text. Evaluate how each of the activities impacts the management of goods and services that Zappos provides. Include one to two examples from each activity to support your position.

ANSWER:

Customer service is critical to assisting in the success of any business. Satisfied customers will return for more business and in turn will affect a company's performance. The service management skills at Zappo's provide customers will real time customer service. The call...