If the Shoe Fits (and Even if It Doesn’t): Customer Service at Zappos

If the Shoe Fits (and Even if It Doesn’t):  Customer Service at Zappos

Paper instructions:
Read the case “If the Shoe Fits (and Even if It Doesn’t):  Customer Service at Zappos” at the end of Chapter 14.  Answer the questions that follow:
1.    The great customer service at Zappos increases costs — free same-day shipping; extensive employee training; and so on.  Do you think the company can reduce costs in other areas of operations to help offset these costs?  If so, how?
2.    By offshoring its customer call center, even if Zappos offers wages and perks much higher than the going rate, it would stand to save substantial amounts of money.  Do you think Zappos should consider this?  Why or why not?
3.    In what other ways do you think Zappos can affordably enhance its customer service?

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