Zappos, an online shoe and apparel retailer owned by Amazon, set a new record for the most extended customer service call on December 8, 2012. The duration of the call between the employee and the customer was more than 10 hours. It is the epitome of world-class customer service.
Steven Weinstein, a Zappos employee at the Las Vegas headquarters, got a customer call to order some products, and the discussion lasted 10 hours and 43 minutes. The journey of this call began when a Midwestern college student called Zappos customer service to get some information about Ugg boots.
In a statement given to a Business Insider, Weinstein said, "It was excellent, the connection was awesome, and even though I never spoke to that customer before in my life, I felt like I knew her for 15 or 20 years." He added, "It was just natural, and time was flowing - it felt like it was effortless."
Steven Weinstein took breaks during the call, and his colleague brought him food and water. Zappos company views this incident as an example of its dedication to its customers. The company spokesperson Diane Coffey said they were happy to break their personal record. They thought it worked positively and strengthened the bond with their customer.
This was not Zappos employees' first time on a long call. Before this new record, Zappos had received a marathon call of 8 hours and 47 minutes in 2011. A Zappos representative told Business Insider, "Sometimes people just need to call and talk; we don't judge and just want to help."
During this 10 hours 43 minutes long call, they talk about the movies, hobbies, and many more. The call was not just talking about unnecessary things, but it was fruitful for both. In the end, the customer ordered a pair of shoes.
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