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Unformatted text preview: 2. At Zappos, the goal of providing good service encounters is paramount. Consistently providing good experiences for your customers is what will set you apart as a company. The CEO of the company decided not to outsource the companys telephone representatives so that customers would be able to talk with friendly, understandable, and creative personnel that had been trained by the company. Service management skills are demonstrated here as well because companys representatives are encouraged to cross market different products by suggesting multiple colors of the product to the customer. The positive human interaction is the companys greatest service management skill. Superior experiences due to knowledgeable and friendly staff, free shipping, surprise perks and outstanding products sets Zappos apart from other companys in the industry. 3....
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- Spring '11