Coaching Under Pressure at Zappos
Effective coaching can drive performance, even in tight timelines.
{"company":"Zappos","sections":[{"label":"Situation","title":"The problem","body":"In December 2021, Zappos faced a surge in customer inquiries, pushing their support response time to an average of 12 hours, significantly above their target of 1 hour. With the holiday season peaking, the pressure was on to enhance customer satisfaction and maintain their reputation for service excellence."},{"label":"Decision","title":"What they did","body":"Instead of hiring temporary staff, Zappos decided to implement a peer coaching program where experienced agents coached newer team members in real-time during their shifts. They paired each seasoned agent with two newer agents, focusing on live feedback and role-playing scenarios tailored to the most common customer issues."},{"label":"Outcome","title":"The result","body":"As a…
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