— Wonderful quote from Amazon’s Jeff Bezos, who’s noted as a fierce believer in the theory that a) customer service is king with the firm caveat that b) customer service should be so invisible that said customers don’t actually notice they’re being served. As such, when he takes his yearly stint on the call lines to field the gripes of grumpy customers, it’s a given that the calls are going to be tricky to solve. The Bezos Doctrine of Ruthless Pragmatism contains this gem and several other stories of how the Seattle giant is using technology to innovate backwards and forwards up the supply chain.
July 11, 2012
"I have an experienced customer service rep sitting next to me helping me because otherwise I would probably give really bad service… It’s not that easy."