In the end, they agreed to give us one more chanceeven though I couldn't offer them a refund (I didn't have the ability to do that.)". In bigger companies, you are mostly shielded away from direct customer feedback, and your product owner will probably talk to you regarding the "customers" problems. Especially when it is about revenue and how the product could generate more profits for the company. I had my interview yesterday, and I did great! Explain a situation when you provided great service to a customer? , 71% of organizations understand the importance of customer experience and cite it as one of their top performance measures. A lot of companies have made this principle a core principle of them, and that has a reason. What experience do you have relevant to this customer service position? Most of us at one time have felt frustrated or impatient when dealing with customers. It can be applied to almost all positions in a world where you are working on problems that not only you have. Full Suggested Answer & Detailed Response, Question 4, 1 - Amazon 's Obsession with Customer Obsession There are countless things Amazon's CEO Jeff Bezos mentions to justify his company's success. This goes from end-customer-facing roles to internal roles where your customer is another employee. Select Accept to consent or Reject to decline non-essential cookies for this use. this situation leads to two following options: Option (2) is ideal, but during the holiday season, it is very difficult to do. But more importantly, you will tackle the problems of customers that they mostly do not even recognize yet. But this will be a worthwhile hour, you will learn a lot. Q3. What does the customer want, what does the customer need, what does the customer expect, and how can we give it to them? Shes an interview coach whos worked with thousands of clients preparing for job interviews. I explained to them what had happened, which was definitely our fault, and apologized. Instead, it needs to come from a company's commitment to provide great experiences every day. These are just some of the questions that Amazon employees may ask themselves when creating new products and services, and more importantly, deciding how to deliver them. But what impacts the customer obsession is probably two metrics: Both can be measured. But why is that and how can you, as a Software Engineer, show this principle right now at your current job? Amazon is, most probably, the greatest company in the world when it comes to innovation and brilliant customer service. moreover, a firm belief in customer obsession focuses the enterprise on being customer-focused and less competitor-focused. Recentering your organization to put the customer at the crux of everything you do is no small undertaking, but in todays customer-obsessed environment it might just be a necessary one. Your email address will not be published. It means customers are the top priority. So in your interview answers, you should show that you know who your customers are and that you think about solving their needs, not just doing the tasks assigned to you as part of your job. By remaining calm, professional, and determined, I was able to provide excellent service which resulted in the customer being happy with the service they had received., We had been running a coupon code discount for selected products on our website over a fourteen-day period. You need to show that you aren't afraid of conflict (very important at Amazon), you know how to handle conflict in a way so that customer isn't hurt,and that you also know how to handle conflict so that the company isn't hurt. How do you anticipate your customers needs? Some see one thing as a problem but others look at different problems. I went today and got the job on the spot! A customer wants something to be done in your companys product or found a mistake blocking their workflow in one way or another. It requires constant listening, testing and tuning of the customer experience to deliver the most seamless and personalized experience possible. So it seems that anything we give them in terms of IT certification is really popular. Length: Note the length. 1. Daily audit of VOC & VOA Results Manager to ensure we are within 48 hour SLA of when survey received. Solicit and act on customer feedback. This is the answer given by a Senior Digital Product Manager: "I use quantitative and qualitative approaches. Avoid saying,"I let my boss handle it" or"I wasn't sure how to handle it" or"The customer is always right so I gave them what they wanted." Create a seamless experience for great service and support. Tell me about a time you used customer feedback to change the way you worked. I knew this would be hard because our product had been defective and had cost them money. Listen to their customers better. Who has created the answers to the interview questions? Examples of customer-obsessed companies. The special skill to have now is to think more ahead, especially for features. You need to show all of this and that you have good people skills (if you're in a customer-facing role) and good communication skills regardless of your role. There is a very strong chance you will get asked a number of questions around customer obsession so make sure you get yourself ready! So what can you do? Customer Obsession is manifested in many of the career ladders of the top technology companies. All rights reserved. Im on step two ! Amazon Leadership Principle #1: Customer Obsession. From now on simply spend 1 hour with your product every week where you write down annoyances when you are using it. For example, once last year I had to"[story about specific, real event]. Full Suggested Answer & Detailed Response, Question 6, This is because they do not have everyday contact with the customers of the product they create. Conversational AI vendors have begun to market self-service as a catch-all phrase. So it seems that anything we give them in terms of IT certifcation is really popular. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful. How could you make it better? GET ALL 23 ANSWERS TO THE AMAZON CUSTOMER OBSESSION INTERVIEW QUESTIONS, Question 1, If you are obsessed with customers, you will: I've explained what the principle is about, so now how will this principle show up in your interview? 1. When do you think its ok to push back or say no to an unreasonable customer request? Read the following Amazon interview tips to get ahead of the competition! What did you do to RESPOND POSITIVELY to their feedback? Customer obsession can sound extreme, but it could actually be the level of focus your organization requires to deliver the superior experiences your customers demand. How would you define good customer service? , on the other hand, extends beyond your contact center. Here's the FULL LIST of AMAZON 'CUSTOMER OBSESSION' INTERVIEW QUESTIONS AND ANSWERS: Q1. How would you deal with a difficult customer? Its one thing to say CX is a priority, but implementing it successfully is another matter entirely. Customer centricity, or customer obsession, is the idea that the customer should be at the center of everything your organization does. Gather these thoughts and present them to your product owner or create tickets for these problems. Customer experience, on the other hand, extends beyond your contact center. The customer is the the most important person in your business. What did you do? Every . To make your customer happy there are different methods you can apply to make it work. They work vigorously to earn and keep customer trust. I went to Target and Toys R Us to buy product that we had promised a customer but we didnt have in stock. Tell me about a time you had to compromise in order to satisfy a customer. Learn more in our Cookie Policy. They just work, as expected, and without any problems. Learn how your comment data is processed. It's not really giving you the situation. We had a strict policy on coupon code usage, and I had to refuse their request. To view or add a comment, sign in I just wanted to thank you so very much. high hiring bar. the philosophy is about doing what is right for the customer first, then working backwards. So you have a good story to tell. Most of the time something is better than nothing. Listen to the customers and use your product. In the Action section you could also give more detail about the same thing. 23 Amazon Customer Obsession Interview Questions & Answers. Grow your learner base by joining the OpEx Learning Partner Program. This is how Amazon explains the principle: Leaders start with the customer and work backwards. Most companies just have abstract KPIs like revenue or user numbers. Still not convinced? It talks about skills that will be relevant in the job she is applying for dealing with unhappy clients, client communication, conflict management, It follows the PAR structure so it's easy to follow, It keeps to the details that are needed but doesn't add more not too short or too long, It references the Amazon principle "customer obsession" although you'll notice she doesn't use those words. Customer obsession is a principle that describes your effort to make your customer happy. Quantitative is looking at data to derive insights. In other words, you can give a short, general statement thatdescribesyour personality or work habits but that isn't enough; you need to also give a specific example thatshowsyour skills. Download our whitepaper for a crash course. This is really and truly Amazonians' favorite principle, so you need to be able to show you live it. If you disable this cookie, we will not be able to save your preferences. (worldwide success stories from our YouTube community! Those turned out to be really popular. Describe a situation when you refused a customers request? Q13. Ask, Is what Im working on helping my customers"? that approach blinds the enterprise and causes them to forget the true needs of the customer. You might feel like you should answer by saying something like "I do customer research" but they want aspecific example of something that you did at work in the past and not ageneralanswer. So spy on your area of work on how competitors are doing, what they might do better, and what you can improve for your customers. A I looked at data on my top customers, in terms of the customers most engaged on my platform, and I could see that content about IT certification is very popular. Analyze VOC & VOA surveys sent by customers as a priority for immediate resolution, coaching or business improvement. What was the outcome? Full Suggested Answer & Detailed Response. I was in a meeting and Jeff Bezos and Jeff Wilke were present. PLUS BONUSESIn addition to the 23 AMAZON CUSTOMER OBSESSION INTERVIEW QUESTIONS & ANSWERS, you will also receive the following BONUSES: 150+ Page Interview Skills Guide packed full of interview advice, to tips from interview experts, and all of the most common interview questions with detailed answers. Lean Six Sigma Articles, Guides, Insights, and more! Thengive the A(show what you did to solve the problem). Is this too short? which seems like it wants a general answer like "I work really hard" or something like that they are actually asking for a story about something specific. How do you see customer service evolving in the future? All Rights Reserved. Q7. We'd sold them a weed killer that hadn't worked well. See theInterview Genie servicesorschedule a consultation. PProblem- background info / what the issue is, AAction- what you did to solve the problem - this should be the longest part of the answer, RResult- what happened in the end; positive; quantifiable; what you learned; what you would do differently next time. The first principle is "Customer Obsession". Focus instead on the channels that are most important for your customers. They appreciated her honest feedback and say its obvious she used to be a teacher because shes good at explaining the best way to approach answers. 1. Its tempting to want to be on every channel at every time because your customers are busy and constantly on-the-go. It involves everything from the advertisements your customers see, to how they engage with your content, website and sales teams, to how they interact with your product or service after purchase. Richard McMunn is a former Fire Officer turned interview coach who has over 20 years experience within the recruitment industry. Possible mistakes in answering customer obsession questions. Avoid clichs such as "the customer is always right." Showing "Customer Obsession" doesn't mean you always do exactly what the customer asks. Order today and you will get this bonus guide FREE offer available for a limited time only. You can find out more about which cookies we are using or switch them off in settings. Tell me about your most challenging customer. At Amazon, theres no cheesiness about it: the employees believe it and live it. LinkedIn and 3rd parties use essential and non-essential cookies to provide, secure, analyze and improve our Services, and to show you relevant ads (including professional and job ads) on and off LinkedIn. Ever got asked a question by your support or salesperson in the company about a customer problem? The first part is not actually the Problem/Situation, but rather what I call "general stuff" and "extra stuff we don't need" it's typical to see this at the start of answers do you see how it isn't actually "P" stuff? Disney walks the walk You will get a feeling of what the customer "could" feel. These questions are called behavioral questions. Thank you so much for this, extremely helpful! He is extremely passionate about helping people pass their interviews, and his success rate is unrivalled within the interview training sector. Look at it again: "I use quantitative and qualitative approaches. Whatever the reasonor no reason at allyou can have a full refund if this training isnt right for you. It turns out that it's important because it's tied to promotions. Her clients have landed roles at FAANG companies like Amazon, Fortune 500 companies, startups, and more. This was a timely reminder and solidified my belief that the top brass at Amazon really believed and lived the core values. Tell me a time when you made changes to customer service standards? the same core value of customer obsession runs its thread through all work external and internal. In the example presented before you could see already that you should be able to understand the customer by listening to third parties like someone in the company. Explain a situation when you had a challenging interaction with a customer? Is there a relation or can it be made easier? In the Problem section you could explain why the weed killer didn't work. 1. All rights reserved.PassMyInterview, Suite 4, 2 Mount Sion, Tunbridge Wells, Kent, TN1 1UETerms & Conditions | Privacy Policy. 1. So what does this principle mean? The biggest technology companies are actively using this principle: Amazon. Learn what characteristics are needed to be present for true self-service versus simple automation in this blog. A flexible attitude with respect to work assignments and new learning. If you received a customer complaint, how would you deal with it? The customer had contacted the company but unfortunately, a colleague of mine had failed to respond to them as promised. They work vigorously to earn and keep. But with enough data, you can present it to your product owner to get validation and lead a project that will be successful. Doing option (1) is heroic and is a true example of customer obsession at work: its not about serving all customers as an aggregate, but its about serving one really well, several million times. Examples you can do to show customer obsession Practicing customer obsession is difficult on day to day basis as a software engineer. How did you manage the customer? frugality. amazon runs usability test frequently, making sure that each store on the site and the flow is optimal, memorable, and meets users expectations. Listen. Amazon has built its business around customer obsession, and it is vital you have a thorough understanding of what it means, and how to implement it in your daily work, before you attend the interview. To make your customer happy there are . Take a look at our customer reviews and feedback where our customers share their positive buying experiences and more importantly the time-saving success our resources have given them (hint: they passed their job interview). Often interviewees miss how their actions relate to the customer experience. Yes! Why is it so important to provide brilliant customer service? If response rates are low, invite them to an "interview". While the above examples certainly paint a picture of customer obsession, it would be difficult for a company of any size to replicate them on a consistent basis. Why do you want to work in customer service? It involves everything from the advertisements your customers see, to how they engage with your content, website and sales teams, to how they interact with your product or service after purchase. And, in many cases, its likely that these departments arent constantly communicating with one another about the customer experience. At Amazon, everyone involved in taking the company forward always starts with the customer, and they then work backward. Its easy, write documentation and guides on how your product can be used. Gratefully, Amazons home-grown software and efficient processes help to deal with the immense volume. bias for action. This answer could be improved. Whilst dealing with a customer issue, how would you decide which information to include and which information to leave out? I have my interview in exactly 2 weeks and these helpful tutorials are absolutely perfect for those who don't know. If your organization is part of the 87% of companies struggling to deliver excellent CX, its important to know how to get started with customer obsession. Learn how Constant Contact drives digital transformation through streamlined and personalized customer service with our Conversational AI technology. All of our products and training resources are protected by our 30-day no questions asked money back guarantee. Q22. Disney walks the walk. Each section has onlytwotofoursentences in it. What happened and why did you bend the rules? 3 - Duolingo: Free Education . Every company provides customer service better known as resolving issues and answering questions via the care channels your organization has set up. SUGGESTED ANSWER: "In a previous role, I was helping a customer on the telephone after they had made a complaint about the poor service they had received. Your email address will not be published. Ask them to join from time to time. 1. It requires constant listening, testing and tuning of the customer experience to deliver the most seamless and personalized experience possible. And combined with challenges that the contact center is currently facing, AI has a golden opportunity to help both businesses and consumers like never before. Once you have given your answer to the Amazon Leadership Principles interview questions, be ready for the following type of probing questions: LEARN HOW TO ANSWER AMAZON CUSTOMER OBSESSION INTERVIEW QUESTIONS BY DOWNLOADING RICHARD MCMUNNS PDF GUIDE BELOW! They work vigorously to earn and keep customer trust. Customer Obsession is, arguably, the keystone value for the entire company: start with the customer, and work backwards. And Many more. A little over 30% of companies do not have someone responsible for overseeing all customer experiences. Q11. When preparing your answer to the customer obsession interview questions, consider the following three things: Whilst we appreciate there is a significant amount of work involved, our advice is to make sure you have detailed answers ready to all 23 customer obsession interview questions listed on this page. Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings. But now let us go one step further. Supporting the customer when needed The answers to the FULL LIST of interview questions featured on this page. Even with the "how" questions you should answer with something like, "I try to go above and beyond to serve my customers [general statement about your habits]. When was a time when you had to balance the needs of the customer with the needs of the business? Customer Obsession Examples 1 - Amazon 's Obsession with Customer Obsession. Qualitative approaches you can simply ask them about their needs about how they use your product, but a better way is to immerse yourself into their problem space and ask where does the product fit into their daily life today? True "Customer Obsession" is about understanding the problem behind a customer request. Learn the 14 leadership principles in detail and make sure you have at least two examples of when you have demonstrated them in a previous role. Or when it is a backend problem, you can put extra focus on error messages and guide the customer to a solution or what they should have done instead. Full Suggested Answer & Detailed Response, Question 9, The fast-growing electric vehicles company is also showing some. Well, they might ask this exact question, but the questions aren't usually so clear. Explore the latest customer experience and customer services technologies. On demand. In todays business jargon, it seems almost trite to say the phrase, but at Amazon its not an empty term.
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