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Non-Tech : Zany Brainy -- Ignore unavailable to you. Want to Upgrade?

To: Jack Hartmann who wrote (457)	12/28/1999 3:06:00 PM
From: Bob D	Read Replies (1) \| Respond to of 485

Commitment Counts. NEW YORK, Dec. 28 /PRNewswire/ -- With ten years of award-winning retail experience behind it, Zany Brainy, Inc., (Nasdaq: ZANY), created ZanyBrainy.com with one stipulation: to re-create its in-store experience online with knowledgeable customer service representatives and only the highest quality of products. The online holiday shopping season is officially over. Now it is time to assess the successes and failures of e-commerce sites. In many cases the dividing line between success and failure hinges on customer service and experience online. While other e-tailers forced their customers to wait in line while trying to get online, ZanyBrainy.com delivered an efficient, responsive customer experience this holiday season. Select highlights of ZanyBrainy.com's customer service efforts during the 1999 Holiday Shopping Season: ZanyBrainy.com delivered every in-stock item ordered through Dec. 22 to customers BEFORE Christmas. Many other toy e-tail sites could not ensure order delivery by Christmas if placed after Dec. 15, not even via express shipping. Through a personal phone call, a KIDsultant contacted every single customer who ordered an item that would not be deliverable by Christmas due to back-order status. The KIDsultant suggested an alternate product or immediately credited the customer's account for the product. ZanyBrainy.com initially trained 50 KIDsultant customer service representatives to handle customer requests, complaints and problems. The KIDsultants went through the Zany Brainy in-store training process to become experts on all Zany Brainy products and policies. As the holiday season progressed, ZanyBrainy trained an additional 50 KIDsultants to enhance its customers' experience for a total of 100 KIDsultants ready to help and service customers. ZanyBrainy.com set up asecond communication center staffed by seasoned KIDsultants in its Philadelphia headquarters to respond to and solve extreme problem calls. All of these calls handled in Philadelphia were met with positive responses by customers.