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| - The Zappos tour was an experience. This made me want to pack up my desk and apply for the customer service center pronto! I made my appointment online with the website provided. They send you directions and the location of the guest parking which was very helpful. You walk in and you already see the place is different. It does not look like an office. You have a piano when you walk in and beautiful wall art all around. We check in and were give guest passes to get through security. We watched a couple videos while waiting for all the tour participates to arrive. The first video I saw was the video of the office prank during Christmas. Someone was dressed as a snowman and scared people on the way out. The next video had Tony Hsieh and he discussed how the company started and their wedding to Amazon.
We met our tour guide Jacqui and she went over some rules about the tour and we were on our way. We started by going upstairs and talking about the customer service area. They first thing I noticed was everyone's desks were decorated. Each person has a license plate on their desk with their name. The plate shows how long they have been there. While on the main sales floor we talked about the cards and gifts employees are able to send to guest. This reminded me of a concierge at a hotel. They help with your stay and try to personalize it to you. They have cards, flowers, cookies, and additional items that can be sent to the guest. Near the same board I saw a bell and asked what that was about. She proceeds to tell me to ring it, which I did. She then told me I needed to tell the tour group a secret about myself. I could not think of anything off the top of my head. Jacqui went on to tell why the bell was there. It is a way of connecting with fellow employees and even some on the shipping teams and random people that come through the office. We continued on to the break room area. They have free snacks, fruit, cereal, and energy drinks for $2.00. You are also able to drink on the job. They give their employees a lot of freedom. They said that Tony asked them what they wanted in the break room which I thought was very considerate. We moved on to another room which has a coffee bar and tech bar. You can bring your laptop in and have it looked at by the tech team at Zappos. Right outside of the coffee bar is a huge balcony with booths, tables and Wi-Fi. If you work from a laptop you can bring it outside and work in the fresh air. On the right of the balcony is a mini golf course, which they use for team building. They also have their own cafeteria where they have a chef on duty however we did not get to see it or try it. The campus is huge. Also on campus they have a gym, showers, and nap pods.
We were able to see the area where they train the new hires. The new hires in all departments are train in customer service for the peak holiday season. Each new hires needs to pass two tests. One is a written test and the second is passing 3 calls. You need to receive a 90% or better to be able to continue your adventure with Zappos. While on the tour we stopped by a desk that was full of paperwork, alcohol, and decorations like any other and the name on top was Tony. It was humbling seeing the leader of this company with a desk like anyone else. One of the last areas on campus we got to see was the Human Resource area. In the area they have a form for "Balloons and Shit". This is where you can order balloons and such for a person's anniversary or birthday. We discussed their benefits and some of the extra things they can do for employees. I was blown away by the company and the way they made me feel. I saw people saying hi in the halls and laughing and just having a great time at work.
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