23 Amazon ‘Customer Obsession’ Interview Questions & Answers
How to Pass YOUR interview at the first attempt!
I have an interview tomorrow 🙈
UPDATE: I got the job offer.
THANKS Richard 👍
Here’s the FULL LIST of AMAZON ‘CUSTOMER OBSESSION’ INTERVIEW QUESTIONS AND ANSWERS:
Q1. Explain a situation when you had a challenging interaction with a customer?
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. 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 what I could do to provide a better service for them. By asking this question, it gave the customer the opportunity to focus on 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.”
Q2. Describe a situation when you refused a customer’s request?
SUGGESTED ANSWER
“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 missed out.”
Q3. How would you define good customer service?
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Q4. Tell me a time when you responded to feedback from a customer?
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Q5. Tell me a time when you made changes to customer service standards?
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Q6. Whilst dealing with a customer, what should you consider?
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Q7. Give me some examples of outstanding customer service?
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Q8. Why do you want to work in customer service?
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Q9. What skills are needed to excel from a customer service perspective?
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Q10. If you received a customer complaint, how would you deal with it?
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Q11. Why is it so important to provide brilliant customer service?
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Q12. Give me an example when you received brilliant customer service?
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Q13. Explain a situation when you provided great service to a customer?
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Q14. Describe a situation when you received poor customer service?
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Q15. What’s the difference between customer service and customer support?
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Q16. How would you deal with a difficult customer?
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Q17. Why should we hire you in this customer service position?
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Q18. What experience do you have relevant to this customer service position?
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Q19. Describe a time when you went above and beyond for a customer?
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Q20. How would you build positive relationships with customers?
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Q21. When have you bent the rules to help a customer? What happened and why did you bend the rules?
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Q22. Whilst dealing with a customer issue, how would you decide which information to include and which information to leave out?
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Q23. How do you see customer service evolving in the future?
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Now INSTANTLY download the suggested ANSWERS to all the AMAZON ‘CUSTOMER OBSESSION’ INTERVIEW QUESTIONS and PASS your interview!
Yes! I Want To Pass My Interview!Amazon Customer Obsession Leadership Principles
Amazon is, most probably, the greatest company in the world when it comes to innovation and brilliant customer service. If you go back to 1999 when Jeff Bezos, Amazon’s founder, was talking about how important customer service was, you could tell then he was destined to become one of the world’s richest entrepreneurs!
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.
What is Customer Obsession?
At Amazon, everyone involved in taking the company forward always starts with the customer, and they then work backward. What does the customer want, what does the customer need, what does the customer expect, and how can we give it to them?
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.
The simple mantra being, whilst Amazon is concerned with its competitors and what they are doing, it is absolutely OBSESSED with its customers! After all, without the customer, there would be no Amazon!
Amazon has 14 very important leadership principles and it is essential you learn them, you understand them, you believe in them, and you are able to give genuine and honest examples of when you have demonstrated them in previous job roles.
AMAZON CUSTOMER OBSESSION INTERVIEW TIPS!
The following five important tips will help you prepare fully for your Amazon interview. Regardless of the job role you are being interviewed for at Amazon, it is vital you prepare fully! Read the following Amazon interview tips to get ahead of the competition!
AMAZON INTERVIEW TIP #1
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. There is a very strong chance you will get asked a number of questions around customer obsession so make sure you get yourself ready!
AMAZON INTERVIEW TIP #2
When preparing your answer to the customer obsession interview questions, consider the following three things:
- How did you LISTEN to the customer?
- What did you do to RESPOND POSITIVELY to their feedback?
- How did you PUT THE CUSTOMER FIRST in your actions?
AMAZON INTERVIEW TIP #3
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. You will not get asked anywhere near 23 questions, but the preparation work you put into your answers will be worth the extra effort!
AMAZON INTERVIEW TIP #4
Be prepared for probing questions that go into detail about the answers you have provided. Once you have given your answer to the Amazon Leadership Principles interview questions, be ready for the following type of probing questions:
- Why did you do what you did?
- What did you learn from the experience?
- What was your approach to the situation?
- Would you do anything differently next time?
LEARN HOW TO ANSWER AMAZON CUSTOMER OBSESSION INTERVIEW QUESTIONS BY DOWNLOADING RICHARD MCMUNN’S PDF GUIDE BELOW!
Here's What People Are Saying...
(worldwide success stories from our YouTube community!)
2 weeks ago (edited)
Thank you so much for this!Honestly this information gave me a sense on how to handle my interview as well as improve my interview skills.
1 month ago
I have an interview I'm so nervous 😭
Update: I GOT THE JOB
3 months ago (edited)
Thank you so much! I went today and got the job on the spot!
3 weeks ago
THANK YOU SO MUCH! VERY INSIGHTFUL ✨
7 months ago
Im on step two ! So many notes already, would have went into this interview the wrong way. God bless u mate and taking the time to help a lad out like mw who is in over his head
3 months ago
Thank you so much..i have an interview later...it helped a lot to boost my confidence.
1 week ago
I have an interview today ill update you on how i do :).
UPDATE: I GOT THE JOB THANK YOU!
5 days ago
The complaint steps literally saved me for my interview earlier, thank you!!:)
2 months ago
This is excellent !!
1 month ago
This is so helpful. Thank you so much for the tips and advice!
1 month ago
I got the job! Thank you!!
2 months ago
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