I came across an article just now that I felt compelled to pass along.
Zappos is renowned for it’s excellent customer service. This article is written by two members of the call center team. If you have the time, please take a few minutes to read this fantastic article.
It speaks directly to a few topics that you have heard me speak about many times – Core Values, Communication, Consistency, and Culture.
This is an short, excellent read on a real world application in one of the companies regarded as a Customer Service Gold Standard.