Hello there, my name is Richard McMunn from
the interview training company, PassMyInterview.com.
And in this tutorial, I'm going to help you
to pass your Amazon interview! And in particular,
we are going to focus on one of the 14 Amazon
leadership principles, and that is CUSTOMER
OBSESSION. So, if you are attending an Amazon
interview for any role whatsoever, you will
get asked a number of questions based around
customer obsession. And in this tutorial,
I am going to cover the following things to
help you pass. I will give you a list of Amazon
customer obsession interview questions that
I recommend you prepare for. I will give you
brilliant, unique answers to tough Amazon
customer obsession interview questions to
help you prepare. I'll give you some tips
on how you can stand out during your Amazon
interview. And finally, I will tell you about
FURTHER RESOURCES you can get access to, including
these slides and the answers to help you succeed.
So, there’s four reasons why I encourage
you to stay tuned. And just very quickly before
we get going, a very warm welcome to this
Amazon customer obsession interview training
tutorial. My name is Richard McMunn. That's
me there in the center of the screen, the
bald chap! I am a former Fire Officer of 17
years, and since then, I've been helping people
like you to successfully pass your job interviews.
And I always do that by giving you TOP-SCORING
unique answers you can't find anywhere else.
Make sure you SUBSCRIBE to the channel. I
am uploading insider job interview training
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Let's get started. Now, before I give you
the questions and the answers, here are a
couple of important tips. Amazon has built
its success on being OBSESSED WITH CUSTOMERS.
It is brilliant at dealing with customers
and giving them what they want. That is one
of the main reasons why they have been so
successful. And to work there, you have to
understand this fact. You have to also put
CUSTOMERS FIRST in everything you do. And
we need to show that in our answers to the
interview questions. Now, in everything you
say and do within the interview, make sure
you put the customer first. You show that
you can make decisions that focus on the NEEDS
OF THE CUSTOMERS and also be influenced by
WHAT CUSTOMERS WANT and what they need. And
also, make sure you give specific examples
of where you have demonstrated the ability
to always start with the customer in all of
your actions and decisions, and then work
backwards. So, we want to prove to the hiring
manager that we will always start with the
customer, focus on them intently and then
work backwards. Let's start taking a look
at some Amazon customer obsession interview
questions, some tips, and then top-scoring
answers. The first question is… Explain
a situation when you had a challenging interaction
with a customer? Now, of course, we all have
difficult interactions with people from time
to time. But how you respond to a difficult
or challenging customer says a lot about your
personality and your work ethic. Remember
to put the needs of the customer first and
always focus purely on providing outstanding
service and reaching a successful outcome
for the customer. Here is my sample answer
to help you explain a situation when you had
a challenging interaction with a customer
in a previous role. “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. The customer
had contacted the company but unfortunately,
a colleague of mine had failed to respond
to them as promised. The customer was abrupt
and rude during our conversation and whenever
I tried to apologize, they were sarcastic
in their response. However, I remained calm
and professional throughout, I went out of
my way to reassure them things would improve
from there on in, and I asked them a series
of questions to get to the bottom of their
needs. By asking the customer questions, it
gave them the opportunity to talk about what
was important to them. I then explained what
I was going to do to put things right and
I asked them if this was acceptable, which
they agreed it was. I then made sure I implemented
my promise of action and I followed up the
next day to make sure they were still satisfied.
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.” That's a
very good answer to that difficult Amazon
customer obsession interview question. You
could also expand on the answer if you want
to and say that you spoke to your work colleague
afterwards to explain to him the error in
his ways and why he should have responded
to the customer as he promised. So, you would
be improving the service by making sure your
work colleague fully understands what he would
have to do moving forward. Now, you can either
pause the video if you want to and take note
of the questions and answers and the tips
as we work through them together, or if you
want to wait, I will soon to tell you where
you can download my full set of Amazon Customer
Obsession Interview Questions and Answers
in PDF format, including the ones we are covering
today! Here is the next question I want to
work through with you. Describe a situation
when you refused a customer's request? Now,
within any business, it is important to balance
great customer service with profitability
and the business objectives. I'm sure you'll
agree this is a difficult Amazon customer
obsession interview question to answer, but
here's my example of a great way to respond
to it. Describe a situation when you refused
a customer's request? “We had been running
a coupon code discount for selected products
on our website over a fourteen-day period.
The day after the discount offer ended, a
customer contacted us to request the coupon
code as they desperately wanted to buy some
goods. We had a strict policy on coupon code
usage, and I had to refuse their request.
I apologized and explained to the customer
the reasons why I couldn’t extend the offer
but I explained to them that, with their permission,
I would keep their details on record and contact
them as soon as the next coupon discount became
available, to which they agreed to. The coupon
codes were a valuable part of our business
operating strategy and to extend the offer
for one customer would not have been fair
on the many other customers who had also missed
out.” That shows that you can balance the
need for great customer service. But we've
also considered the organizations operating
strategies and the fact that you can't extend
the coupon code if not able to do so. That's
another great answer. Now, don't go anywhere
because I still have more questions and answers
to work through with you to help you pass
your Amazon interview, but when you're ready,
if you want to CLICK THAT LINK in the top
right hand corner of the video, it will take
you through to my website, PassMyInterview.com,
and you can download my full set of 23 Amazon
Customer Obsession Interview Questions and
Top Scoring Answers, including the ones I
am covering today. Here's the next question
for you. Tell me a time when you responded
to feedback from a customer? Now, customer
feedback is invaluable in ensuring a business
moves forward and it continues to provide
brilliant service. The idea being, if a customer
is happy, they will return to the business
time and time again in the future. Now, with
my business, my online business, we are always
asking for customer feedback and we take it
on board. We listen to customers and that
enables us to continue continually grow and
develop. And I've been operating for over
15 years now online, and I've been able to
achieve that because I always FOCUS ON THE
CUSTOMER. Amazon is exactly the same. Amazon
is brilliant with customers. They listen to
feedback. They respond to it. And they give
customers basically what they want. And that
enables them to be innovative in the services
and products that they create for their customers.
So, here is my sample answer to the Amazon
customer obsession interview question: Tell
me a time when you responded to feedback from
a customer? “In my previous role, a customer
contacted our team via email to give feedback
on a company product brochure we had available
to download on our website. They stated the
brochure was too slow to download and it was
not properly optimized for mobile viewing.
I thanked them for their feedback and said
I would look into this straight away. I tested
the brochure on my own phone, and they were
right – not only did it take too long to
download but it was hard to read on a mobile
device, too. I immediately spoke to our IT
department to provide them with the feedback
and they said they would resolve it. The next
day the issue still hadn’t been resolved
so I went to see the IT department in person.
I explained to them the brochure was one of
the main income drivers for our business,
and we were probably losing a lot of business
due to the fact it was not working properly.
Whilst I was there in the office, they agreed
to reduce the file size, optimize it for mobile
and reupload it. Once I had tested it again,
I contacted the customer to thank them for
their feedback and I informed them it was
now ready to view again.” I like that answer
because you are taking responsibility for
a problem. You are not just passing it onto
the relevant department, but you are chasing
them up. And when they haven't done it, you
are going to see them to get it sorted! And
then finally, you contact the customer to
tell them that it is ready to view again while
demonstrating that you fully understand how
important this thing is to the income generation
for the business, and you are taking responsibility
for it. And that's important. The next question.
How would you define good customer service?
Now, not many people can accurately define
what good customer service is. Good customer
service is about always putting the customer
first in your actions, in your decisions about
products and services and responding positively
to feedback and reviews. Here is my sample
answer to the question… How would you define
good customer service? “Good customer service
is based on putting the needs of the customer
first, responding to them quickly, giving
them a service that is what they want, and
going above and beyond what is expected. Good
customer service is being attentive, timely
and positive in your communication. The aim
of customer service is to encourage customers
to come back to the business time and time
again because you exceed their expectations,
you make things simple and easy for them,
and above all, you make them feel valued and
appreciated.” That's a great answer! The
next Amazon customer obsession interview question
I want to cover is: Tell me a time when you
made changes to customer service standards?
This is a difficult one. Now, helping to influence
improved customer service is a great way of
showing the Amazon hiring manager you are
capable of always putting the customer first
in your chosen Amazon role. Here is my example
answer to the question, tell me a time when
you made changes to customer service standards?
Here we go. “When I first started working
for my last employer, I was concerned there
was not the facility to ask our customers
for feedback once they had placed an order
via our website. The customer simply placed
the order, they received their goods and they
never heard from us again! To me, this was
a missed opportunity to ask our customers
what they felt about their shopping experience,
and it was also a missed opportunity to ask
for an online review. I spoke to my manager
about this, but he initially appeared disinterested.
However, after I had explained to him that
we had a chance here to improve customer service
and increase sales as a result, he agreed
for me to put forward a proposal to the CEO.
I created a short PowerPoint presentation
that detailed the benefits of implementing
an online feedback and review system, and
also the piece of software that I recommended
the IT department implement into the shopping
cart system. After I delivered the presentation
to the CEO, she agreed it was a great idea
and three months later, we were getting valuable
feedback from our customers and some great
reviews, too. All this helped increase sales
across the board by fifteen percent!” So,
you are determined there in your actions.
You are showing an understanding of how important
it is to obtain feedback from customers and
to also raise customer service standards is
really important, because when you interact
with customers and ask them how they feel
about the service, they feel empowered and
they also feel valued and they are more likely
to come back and use your business time and
time again in the future. And that is another
reason why Amazon is so great at what it does!
Now, the next thing to do is CLICK THAT LINK
in the top right-hand corner of the video.
Go through to my website. Have a look at my
23 Amazon Customer Obsession Interview Questions.
And you have the opportunity to download all
the answers in PDF format, including the ones
we have covered today. It's a great resource
for helping YOU to pass any Amazon job interview.
I hope you've enjoyed that. Don't forget to
SUBSCRIBE. I do not want you to miss out.
Connect with me on LinkedIn… My LinkedIn.com
link is in the description below the video.
Make sure you HIT THAT LIKE BUTTON. That shows
me you enjoy the content. You find it useful.
And above all, it motivates me to create more
content for you. And that's important. Thank
you for watching and I wish you all the best
for passing your Amazon job into. You had
a brilliant day!
