{"id":9506,"date":"2011-11-17T05:45:33","date_gmt":"2011-11-17T11:45:33","guid":{"rendered":"https:\/\/staging.opexlearning.com\/resources\/?p=9506"},"modified":"2014-10-25T08:27:37","modified_gmt":"2014-10-25T13:27:37","slug":"what-is-good-customer-service","status":"publish","type":"post","link":"https:\/\/staging.opexlearning.com\/resources\/what-is-good-customer-service\/9506\/","title":{"rendered":"What is Amazon&#8217;s Idea of Good Customer Service?"},"content":{"rendered":"<div class=\"a296a24fa2fc69ef5487857f02f111e8\" data-index=\"9\" style=\"float: none; margin:10px 0 10px 0; text-align:center;\">\n<script async src=\"\/\/pagead2.googlesyndication.com\/pagead\/js\/adsbygoogle.js\"><\/script>\r\n<!-- Single Post readerboard -->\r\n<ins class=\"adsbygoogle\"\r\n     style=\"display:inline-block;width:728px;height:90px\"\r\n     data-ad-client=\"ca-pub-8207522353004717\"\r\n     data-ad-slot=\"1144967431\"><\/ins>\r\n<script>\r\n(adsbygoogle = window.adsbygoogle || []).push({});\r\n<\/script>\n<\/div>\n<p>Let&#8217;s face it. If you provide a <a title=\"dial 0 to speak to a real customer service rep\" href=\"https:\/\/staging.opexlearning.com\/resources\/just-dial-0-zero\/1737\/\">poor customer experience<\/a>, your <a title=\"why customers leave\" href=\"https:\/\/staging.opexlearning.com\/resources\/root-causes-of-lost-business-relationships\/5411\/\">customers will leave you<\/a>. But &#8220;good&#8221; is debateable, but &#8220;<a title=\"your service is terrible - what to say to comments like that\" href=\"https:\/\/staging.opexlearning.com\/resources\/your-customer-service-is-terrible\/8678\/\">bad customer service<\/a>&#8221; is less so. In other words, what is Amazon&#8217;s idea of good customer service and how does it differ with other customer experience strategies or other <a title=\"can you market through customer interactions in customer service?\" href=\"https:\/\/staging.opexlearning.com\/resources\/call-center-services-and-customer-interactions\/8309\/\">customer interactions<\/a>? In either case, applying <a title=\"how to apply andon cord in customer service\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-service-andon-cord-jeff-bezos-and-customer-experience\/10901\/\">Lean in Customer Service<\/a> is advisable. In all discussion on <a title=\"amazon customer service is ranked very highly\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-satisfaction-letter-from-jeff-bezos\/10720\/\">customer service companies<\/a>, there&#8217;s one company that is heads and shoulders above most others.<\/p>\n<p>There are obviously differing strategies and definitions and answers to the question &#8220;what is good customer service?&#8221; I think in general, the answers fall into three camps:<\/p>\n<ol>\n<li>Perfect service in order to prevent a customer service contact.<\/li>\n<li>If we did something wrong, then please contact us and we&#8217;ll make it right.<\/li>\n<li>Contact us for anything, we appreciate the interaction and wish to build a human connection with you.<\/li>\n<\/ol>\n<p>Jeff Bezos explains the Amazon Customer Service strategy in a recent Wired interview <sup class='footnote'><a href='#fn-9506-1' id='fnref-9506-1' onclick='return fdfootnote_show(9506)'>1<\/a><\/sup>. His answer supports what I&#8217;ve argued for a long time regarding <a title=\"customer service strategy\" href=\"https:\/\/staging.opexlearning.com\/resources\/goodbye-customer-loyalty-costs-complexity-and-recovery\/1429\/\">customer service strategy<\/a> and Jeff Bezos&#8217; answer places Amazon Customer Service squarely in the &#8220;perfect service so the customer doesn&#8217;t have to contact us&#8221; camp.<\/p>\n<blockquote><p>Levy: Two years ago, you bought Zappos. Was that an attempt to absorb their so-called culture of happiness and customer service?<\/p>\n<p>Bezos: No, no, no. We like their unique culture, but we don&#8217;t want that culture at Amazon. We like our culture, too. Our version of a perfect customer experience is one in which our customer doesn&#8217;t want to talk to us. <strong>Every time a customer contacts us, we see it as a defect.<\/strong> I&#8217;ve been saying for many, many years, people should talk to their friends, not their merchants. And so we use all of our customer service information to find the <strong>root cause of any customer contact<\/strong>. What went wrong? Why did that person have to call? Why aren&#8217;t they spending that time talking to their family instead of talking to us? How do we fix it? Zappos takes a completely different approach. You call them and ask them for a pizza, and they&#8217;ll get out the Yellow Pages for you.<\/p><\/blockquote>\n<p>Notice Jeff Bezos&#8217; use of the terms &#8220;Root Cause&#8221; &#8211; yes, his worldview is very steeped in lean six sigma and it shows in his language and in the overall strategy of customer service at Amazon.<\/p>\n<p>I wrote a post, showing the Amazon approach to Customer Contacts, but using the <a title=\"apple customer service\" href=\"https:\/\/staging.opexlearning.com\/resources\/customer-service-an-iphone-case-study\/476\/\">iPhone Customer Service<\/a> as a case study.<\/p>\n<p>But Jeff Bezos makes a point to say that the <a title=\"zappos customer service\" href=\"https:\/\/staging.opexlearning.com\/resources\/amazon-and-zappos-sitting-in-a-tree\/1375\/\">Zappos Customer Service<\/a> model is fine too, but it&#8217;s just not the Amazon worldview.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-full wp-image-9508 aligncenter\" title=\"customer-service-strategy-amazon-bezos\" src=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/customer-service-strategy-amazon-bezos.jpg\" alt=\"customer service strategy, amazon, jeff bezos, lean six sigma\" width=\"594\" height=\"466\" srcset=\"https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/customer-service-strategy-amazon-bezos.jpg 660w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/customer-service-strategy-amazon-bezos-600x471.jpg 600w, https:\/\/staging.opexlearning.com\/resources\/wp-content\/uploads\/2011\/11\/customer-service-strategy-amazon-bezos-300x235.jpg 300w\" sizes=\"(max-width: 594px) 100vw, 594px\" \/><\/p>\n<div class='footnotes' id='footnotes-9506'>\n<div class='footnotedivider'><\/div>\n<ol>\n<li id='fn-9506-1'> http:\/\/www.wired.com\/magazine\/2011\/11\/ff_bezos\/all\/1 <span class='footnotereverse'><a href='#fnref-9506-1'>&#8617;<\/a><\/span><\/li>\n<\/ol>\n<\/div>\n<!--CusAds0-->\n<div style=\"font-size: 0px; height: 0px; line-height: 0px; margin: 0; padding: 0; clear: both;\"><\/div>","protected":false},"excerpt":{"rendered":"<p>Let&#8217;s face it. If you provide a poor customer experience, your customers will leave you. But &#8220;good&#8221; is debateable, but &#8220;bad customer service&#8221; is less so. In other words, what is Amazon&#8217;s idea of good customer service and how does it differ with other customer experience strategies or other customer interactions? In either case, applying [&hellip;]<\/p>\n","protected":false},"author":12327,"featured_media":9508,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"_genesis_hide_title":false,"_genesis_hide_breadcrumbs":false,"_genesis_hide_singular_image":false,"_genesis_hide_footer_widgets":false,"_genesis_custom_body_class":"","_genesis_custom_post_class":"","_genesis_layout":"","footnotes":""},"categories":[138],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.0 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What is Amazon&#039;s Idea of Good Customer Service?<\/title>\n<meta name=\"description\" content=\"What is Amazon&#039;s Idea of Good Customer Service? Their goals differ from other people. 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