Lessons in Customer Service from Amazon
When it comes to customer service, Amazon wins over every other company – hands down. Of course, some individuals have a natural capability for managing common customer service issues and handling the infinite range of personalities encountered at your average customer service job. However, Amazon customer service is different.
For sellers, this means a unique set of customer service policies that companies must adapt to in order to run a successful e-commerce business on Amazon. For merchants that do not sell on Amazon, there are still many valuable lessons that can be learned from Amazon’s strict and straightforward dedication to customer service.
Customer Obsession
If you’ve ever worked in customer service, you’re well aware of the fact that many customers can simply be unreasonable. It is human nature to tell this type of person that you cannot meet their expectations under any circumstance, or even refuse to provide your services to them at all. Amazon portrays a far different view:
“We’re not competitor obsessed, we’re customer obsessed. We start with what the customer needs and we work backwards.” – Jeff Bezos
Instead of focusing on the competitors, Amazon customer service focuses on just that – the customer. Their philosophy from the beginning was that focusing on the geared towards the needs of the customers, the customers (and more) will keep coming back. Is this true? Well, just look at the results. The American Customer Satisfaction Index shows that Amazon is the undisputed winner across the board in customer satisfaction as a whole.
Acknowledge the Power of the Internet
When customers are displeased with the average retail store’s customer service, a few people may find out. When online customers are displeased, it’s risky business. Online merchants have no way of knowing if their unhappy customer is a social media influencer with thousands of followers who will hear how dissatisfied they are with any company’s customer service. Tread carefully here – be sure to have a clear and concise plan in place when it comes to dealing with customer complaints and negative feedback.
Respect the Privilege of Selling to Amazon’s Customers
Remember, when you sell on Amazon, you have the privilege of selling to Amazon’s customers. These customers, technically, are not your own. That means even one unhappy customer could shut down your entire operation. It’s understandable that many Amazon customer service policies are difficult standards to meet – and often, as an Amazon seller, you won’t want to meet these demands. But if you do, the access to Amazon’s massive client base across the world will help your e-commerce venture be truly successful.