Amazon's Customer Centricity Lessons: It is Not Your Fault, But He is Your Customer

Customer service is the victim of one of the biggest—and most unfortunate—misconceptions in the business world.

Contrary to common belief and practice, it is not about addressing an issue affecting a customer.  It is about resolving an issue affecting a customer.

Information regarding what went wrong and why it went wrong is important insofar as it can help the agent diagnose and remedy the situation.  It should not, however, play any role in transforming or defining an agent’s commitment to providing resolution.

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