[credit provider=”Aimee Groth, Business Insider”]
The Zappos Customer Loyalty Team in Las Vegas, NV recently broke its company record for the longest customer service call ever.Representatives of the online retail giant are trained to help customers who call in with a wide range of problems and queries, such as helping people find, exchange, or customise items, explained Mary Tennant, a Customer Loyalty Team member.
Real living, breathing representatives are available 24 hours a day, 365 days a year to answer customer questions — no matter how long they take.
That’s some dedication.
So how long was the record-breaking call?
9 hours and 37 minutes.
The call was between Customer Loyalty Team member Shaea Labus and a customer named Lisa.
Of the call, Labus wrote in a statement, “On July 16th I received a call from Lisa about 2 hrs. into my shift. We talked for 9 hours, 37 min. I took one bathroom break about two hours in. Kara Levy [another team member] took care of me by bringing me food and drinks. We talked about life, movies and favourite foods.”
Like Labus, Tennant has been answering customers’ calls since she began working for Zappos in October.
“Sometimes people just need to call and talk,” she said. “We don’t judge, we just want to help.”
The previous Zappos customer service phone record was set in 2011 by team member Theresa Domingo. Her call lasted 8 hours, 47 minutes.