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Retail Therapy: Zappos Offers to Listen to Pandemic Worries Retail Therapy: Zappos Offers to Listen to Pandemic Worries
(25 days later)
When Rose Wang called the customer service line at Zappos, all she wanted was a quick confirmation that a gift receipt was included with the hot pink Crocs she had ordered for her mother for Mother’s Day.When Rose Wang called the customer service line at Zappos, all she wanted was a quick confirmation that a gift receipt was included with the hot pink Crocs she had ordered for her mother for Mother’s Day.
But a few minutes into the call, Ms. Wang, 33, realized something felt different.But a few minutes into the call, Ms. Wang, 33, realized something felt different.
After helping her with the gift receipt, the customer service representative, who was based in Las Vegas, started making small talk. In a calming voice that reminded Ms. Wang of a grandmother, the representative told her that she, too, found it nearly impossible to buy gifts for her mother.After helping her with the gift receipt, the customer service representative, who was based in Las Vegas, started making small talk. In a calming voice that reminded Ms. Wang of a grandmother, the representative told her that she, too, found it nearly impossible to buy gifts for her mother.
Amid the isolation of the coronavirus pandemic, Ms. Wang was willing — eager, actually — to chat. The two women ended up discussing mother-daughter relationships, a favorite Brazilian restaurant in Las Vegas and a girls’ trip to Hawaii.Amid the isolation of the coronavirus pandemic, Ms. Wang was willing — eager, actually — to chat. The two women ended up discussing mother-daughter relationships, a favorite Brazilian restaurant in Las Vegas and a girls’ trip to Hawaii.
The conversation lasted nearly 45 minutes.The conversation lasted nearly 45 minutes.
“To hear someone on the West Coast commiserate with me and talk about their plans and what they wanted to do after the quarantine — it felt very connecting,” Ms. Wang, who lives in New York, said.“To hear someone on the West Coast commiserate with me and talk about their plans and what they wanted to do after the quarantine — it felt very connecting,” Ms. Wang, who lives in New York, said.
Customer service representatives, even on the best of days, typically field a lot of complaints — missing deliveries, unsatisfied customers and other gripes. But these days, with people grappling with financial insecurity, separation from their friends and family, and uncertainty, the tone has changed. Rather than viewing calls as a form of drudgery, some people seem to relish having a person on the other end of the line to talk with.Customer service representatives, even on the best of days, typically field a lot of complaints — missing deliveries, unsatisfied customers and other gripes. But these days, with people grappling with financial insecurity, separation from their friends and family, and uncertainty, the tone has changed. Rather than viewing calls as a form of drudgery, some people seem to relish having a person on the other end of the line to talk with.
Sensing the shifting need, and wanting to make use of customer service representatives whose call volume was down, Zappos, the online merchant best known for its shoes, in April revamped its customer service line: People could call just to chat — about their future travel plans, Netflix shows or anything on their minds.Sensing the shifting need, and wanting to make use of customer service representatives whose call volume was down, Zappos, the online merchant best known for its shoes, in April revamped its customer service line: People could call just to chat — about their future travel plans, Netflix shows or anything on their minds.
“Sure, we take orders and process returns, but we’re also great listeners,” Zappos said in a statement on its website. “Searching for flour to try that homemade bread recipe? We’re happy to call around and find grocery stores stocked with what you need.”“Sure, we take orders and process returns, but we’re also great listeners,” Zappos said in a statement on its website. “Searching for flour to try that homemade bread recipe? We’re happy to call around and find grocery stores stocked with what you need.”
With plunging retail sales, businesses are trying new ways to retain customers.With plunging retail sales, businesses are trying new ways to retain customers.
Brian Kalma, one of the Zappos employees who came up with the idea for the revamped customer service line, said the company’s use of Holacracy, a self-management system in which there are no managers and employees define their own jobs, had helped to create an environment where the idea could come to life.Brian Kalma, one of the Zappos employees who came up with the idea for the revamped customer service line, said the company’s use of Holacracy, a self-management system in which there are no managers and employees define their own jobs, had helped to create an environment where the idea could come to life.
Mr. Kalma said Zappos, which was acquired by Amazon in 2009 but runs independently, was considering adding to its 400-person customer service team to keep the new service line running longer.Mr. Kalma said Zappos, which was acquired by Amazon in 2009 but runs independently, was considering adding to its 400-person customer service team to keep the new service line running longer.
“We’re seeing signals that this is something we may want to maintain as the world reopens,” he said. Even before the new service line officially started, Zappos had said its customer service representatives were available just to chat. One call, several years ago, lasted nearly 11 hours, the company said.“We’re seeing signals that this is something we may want to maintain as the world reopens,” he said. Even before the new service line officially started, Zappos had said its customer service representatives were available just to chat. One call, several years ago, lasted nearly 11 hours, the company said.
People have called to have conversations about their life stories. Single parents at home with small children have called, grateful to speak with another adult. Teenagers have called asking for homework help.People have called to have conversations about their life stories. Single parents at home with small children have called, grateful to speak with another adult. Teenagers have called asking for homework help.
The most common questions, Mr. Kalma said, are where to find a nearby medical center or how to find household supplies that are out of stock at local stores.The most common questions, Mr. Kalma said, are where to find a nearby medical center or how to find household supplies that are out of stock at local stores.
Updated June 24, 2020
Scientists around the country have tried to identify everyday materials that do a good job of filtering microscopic particles. In recent tests, HEPA furnace filters scored high, as did vacuum cleaner bags, fabric similar to flannel pajamas and those of 600-count pillowcases. Other materials tested included layered coffee filters and scarves and bandannas. These scored lower, but still captured a small percentage of particles.
A commentary published this month on the website of the British Journal of Sports Medicine points out that covering your face during exercise “comes with issues of potential breathing restriction and discomfort” and requires “balancing benefits versus possible adverse events.” Masks do alter exercise, says Cedric X. Bryant, the president and chief science officer of the American Council on Exercise, a nonprofit organization that funds exercise research and certifies fitness professionals. “In my personal experience,” he says, “heart rates are higher at the same relative intensity when you wear a mask.” Some people also could experience lightheadedness during familiar workouts while masked, says Len Kravitz, a professor of exercise science at the University of New Mexico.
The steroid, dexamethasone, is the first treatment shown to reduce mortality in severely ill patients, according to scientists in Britain. The drug appears to reduce inflammation caused by the immune system, protecting the tissues. In the study, dexamethasone reduced deaths of patients on ventilators by one-third, and deaths of patients on oxygen by one-fifth.
The coronavirus emergency relief package gives many American workers paid leave if they need to take time off because of the virus. It gives qualified workers two weeks of paid sick leave if they are ill, quarantined or seeking diagnosis or preventive care for coronavirus, or if they are caring for sick family members. It gives 12 weeks of paid leave to people caring for children whose schools are closed or whose child care provider is unavailable because of the coronavirus. It is the first time the United States has had widespread federally mandated paid leave, and includes people who don’t typically get such benefits, like part-time and gig economy workers. But the measure excludes at least half of private-sector workers, including those at the country’s largest employers, and gives small employers significant leeway to deny leave.
So far, the evidence seems to show it does. A widely cited paper published in April suggests that people are most infectious about two days before the onset of coronavirus symptoms and estimated that 44 percent of new infections were a result of transmission from people who were not yet showing symptoms. Recently, a top expert at the World Health Organization stated that transmission of the coronavirus by people who did not have symptoms was “very rare,” but she later walked back that statement.
Touching contaminated objects and then infecting ourselves with the germs is not typically how the virus spreads. But it can happen. A number of studies of flu, rhinovirus, coronavirus and other microbes have shown that respiratory illnesses, including the new coronavirus, can spread by touching contaminated surfaces, particularly in places like day care centers, offices and hospitals. But a long chain of events has to happen for the disease to spread that way. The best way to protect yourself from coronavirus — whether it’s surface transmission or close human contact — is still social distancing, washing your hands, not touching your face and wearing masks.
A study by European scientists is the first to document a strong statistical link between genetic variations and Covid-19, the illness caused by the coronavirus. Having Type A blood was linked to a 50 percent increase in the likelihood that a patient would need to get oxygen or to go on a ventilator, according to the new study.
The unemployment rate fell to 13.3 percent in May, the Labor Department said on June 5, an unexpected improvement in the nation’s job market as hiring rebounded faster than economists expected. Economists had forecast the unemployment rate to increase to as much as 20 percent, after it hit 14.7 percent in April, which was the highest since the government began keeping official statistics after World War II. But the unemployment rate dipped instead, with employers adding 2.5 million jobs, after more than 20 million jobs were lost in April.
Common symptoms include fever, a dry cough, fatigue and difficulty breathing or shortness of breath. Some of these symptoms overlap with those of the flu, making detection difficult, but runny noses and stuffy sinuses are less common. The C.D.C. has also added chills, muscle pain, sore throat, headache and a new loss of the sense of taste or smell as symptoms to look out for. Most people fall ill five to seven days after exposure, but symptoms may appear in as few as two days or as many as 14 days.
If air travel is unavoidable, there are some steps you can take to protect yourself. Most important: Wash your hands often, and stop touching your face. If possible, choose a window seat. A study from Emory University found that during flu season, the safest place to sit on a plane is by a window, as people sitting in window seats had less contact with potentially sick people. Disinfect hard surfaces. When you get to your seat and your hands are clean, use disinfecting wipes to clean the hard surfaces at your seat like the head and arm rest, the seatbelt buckle, the remote, screen, seat back pocket and the tray table. If the seat is hard and nonporous or leather or pleather, you can wipe that down, too. (Using wipes on upholstered seats could lead to a wet seat and spreading of germs rather than killing them.)
If you’ve been exposed to the coronavirus or think you have, and have a fever or symptoms like a cough or difficulty breathing, call a doctor. They should give you advice on whether you should be tested, how to get tested, and how to seek medical treatment without potentially infecting or exposing others.
But the new line is good for more than helping to stock toilet paper.But the new line is good for more than helping to stock toilet paper.
In mid-April, around the time when coronavirus patients were filling New York City hospitals and equipment was in short supply, David F. Putrino, the director of rehabilitation innovation for the Mount Sinai Health System, reached out to Zappos looking for pulse oximeters, devices that indicate blood oxygen level and heart rate.In mid-April, around the time when coronavirus patients were filling New York City hospitals and equipment was in short supply, David F. Putrino, the director of rehabilitation innovation for the Mount Sinai Health System, reached out to Zappos looking for pulse oximeters, devices that indicate blood oxygen level and heart rate.
The devices were sold out or on back-order everywhere he looked. To his amazement, Zappos was able to locate the devices. Within days, the company had shipped 500 oximeters to Mount Sinai — and later donated an additional 50.The devices were sold out or on back-order everywhere he looked. To his amazement, Zappos was able to locate the devices. Within days, the company had shipped 500 oximeters to Mount Sinai — and later donated an additional 50.
“It was, like, unbelievable from our perspective,” he said.“It was, like, unbelievable from our perspective,” he said.
Crystal Mouzon, the Zappos customer service representative who spoke with Ms. Wang, the woman in New York, said customers regularly told her that her voice was soothing.Crystal Mouzon, the Zappos customer service representative who spoke with Ms. Wang, the woman in New York, said customers regularly told her that her voice was soothing.
“I bring ’em on in,” Ms. Mouzon, 60, said. “If they have an anxiety, I just calm them down, and we just talk about anything.” She said she chatted with callers as if they were her friends.“I bring ’em on in,” Ms. Mouzon, 60, said. “If they have an anxiety, I just calm them down, and we just talk about anything.” She said she chatted with callers as if they were her friends.
“We laughed and talked about so much,” Ms. Mouzon said of her conversation with Ms. Wang. “Every time she was going to hang up, she would ask me something else, and then we laughed and talked about that.”“We laughed and talked about so much,” Ms. Mouzon said of her conversation with Ms. Wang. “Every time she was going to hang up, she would ask me something else, and then we laughed and talked about that.”