P.I.T.A = Pain In The Ass. This series focuses on companies who are a PITA to their customers and call center agents, how they can be identified and how they can overcome being one.
Zappos wants to provide excellent service to everyone in their contact center, including the crazy customers that want to stay on the phone for 10-and-a-half hours. This story makes me really sad. You know, I love a good public relations story just like everyone else. And when you hear many of the (genuine) customer service [...]