Jeff Bezos, CEO of Amazon.com, can teach business owners a thing or two about customer service. Amazon.com has been found to be a leader in the field and a champ in customer service satisfaction through internet retail for many years.
The CEO, Jeff Bezos, believes in the philosophy of caring for the customer in the digital era. By building a business from the ground up, seeing success and becoming a leader in customer service and sales, it’s easy to see why this is the man to take advice from.
Here is a look at how Bezos is serving customers to the best of his ability and what you can learn from him when it comes to having top-notch customer service in your industry.
Understand your customers
It’s easy to show your customers you are listening to them and to portray great listening skills, but Bezos says you need to do more than to just listen to them; you need to understand them. Bezos conducts a training sessions annually in which he asks thousands of his Amazon.com managers to attend a training sessions at a call-center.
He attends with them and the idea was inspired from the US Marines who are required to start training as a rifleman at first. Managers are forced to listen to customers and to understand them on the phone. By listening to the customers’ needs, they can start to understand what they need, what they want and what can be improved.
Serve your customers
You can also learn from Bezos about serving your customers’ needs. Amazon.com avoids being obsessed with their competitors but rather being obsessed with their customers. They learn what their customers’ needs are and then work backwards to make it happen. In fact, the Kindle tablet came about because of customers’ desires rather than engineers’ preferences.
Bezos created a product built for the customer, took years to produce it and didn’t put a spending limit on how much it would cost to make it come to life. Business owners should always remember that their customers pay the wages so it’s of the utmost importance to work to serve their customers. Don’t focus on how to make the product better but focus on how to make your customers more successful.
Only settle for 100%
Another thing Bezos does is to not be satisfied until it’s 100%. Amazon was able to meet a goal just few years ago to get 99.9% of packages to his customers before Christmas. This was a huge undertaking and it was a success but he wasn’t satisfied since it wasn’t 100% by Christmas. Always shoot for 100 even if you only make it to 99%.
An unhappy customer is likely to tell the people they know about their experience. When it happens online, it’s even more likely to reach people they know but it’s more likely to reach thousands of people. Today’s customer has a huge authority because they are posting complaints on social media, taking recommendations from peers and researching heavily online before purchasing.
Make sure you put in the effort to understand your customer base and don’t take them for granted. When you mishandle a situation with an angry customer, it will hurt you immensely in today’s business world. Never fail to respond to your customers and always thank them for their business.
Other advice that Bezos would give includes:
- Don’t be afraid to apologize
- Make a customer-centric company by focusing on what’s best for them going forward
- Focus on the customer as the most important in the room in meetings and at the office
Use these tips by Amazon CEO Jeff Bezos to make your customer service the best it can be.