Which of the following is a notable example of Zappos' commitment to customer satisfaction?

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Question restatement: Which of the following is a notable example of Zappos' commitment to customer satisfaction?

Option 1: 'Discouraging employees from forming personal connections with customers.' This would run counter to Zappos' well-known emphasis on building lasting relationships with customers and delivering remarkable service, so it is inaccurate.

Option 2: 'Primarily focusing on resolving customer issues through automated online systems.' While automation can aid support, Zappos is famous for human-centric service and empowering staff, making this option misaligned with their philosophy.

Option 3: 'Implementing strict time limits on customer service calls to maximize efficiency.' Strict time constraints would undermine the personalized, thorough assistance that Zappos promotes; thus this choice is inconsistent with their customer-first approach.

Option 4: 'Empowering call center employees to take whatever time is necessary to help a customer, even spending hours on a single call.' This reflects Zappos’ distinctive commitment to customer satisfaction by prioritizing genuine, unhurried help and going the extra mile, which is widely cited as a hallmark of their service culture.

In summary, the fourth option aligns with Zappos' culture of exceptional customer care by enabling representatives to invest ample time to resolve customer needs, whereas the other options describe approaches that would limit or lessen the quality of customer interaction.

BUSML 4383 SP2025 (4693) BUSML 4383 - Final Exam - Requires Respondus LockDown Browser

Which of the following is a notable example of Zappos' commitment to customer satisfaction?

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