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#2 - Case Study Example

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For any given business to be successful, it must learn that the customer is actually the boss since the business would not even operate where there no customers to serve (Lam et al., 2004). Firms…
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Case study #2
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Download file to see previous pages While this is so, there are those companies that show very little concern about what customers think about the services that they get and this can turn out to be very damaging to not only the reputation of the firm but also the income the firm generates. This paper will be looking at the two companies with both extremes in customer service- Amazon with the best and AT&T with the worst. The paper will also state a recommendation for each company that can help improve their customer service.
Amazon has been voted the company with the best customer service the second time in a row. There are particular reasons why the company stands out in its customer satisfaction record. Those who have had to return items they had bought from Amazon agree that indeed the customer service of the company is commendable. Jeff Bezos, the founder of the company, is among the most passionate people when it comes to the satisfaction of the customer. Bezos’ is known for the use of his infamous "empty chair" in all boardroom meetings. Bezos asks that a chair be left empty as that is the spot for the customer. The use of the empty chair reminds the other panel members that the boss in the company is actually the customer and should be considered whenever developing any policies for the business. It is this culture of being customer minded that makes everyone in the firm be willing to serve the customers with high regard.
Other than this, Amazon demands that every manager and other employees learn how to interact with the customer so that the entire firm is as customer-centric as possible. Bezos is quoted saying that every member of staff, including himself, has to be able to work at a call center. To make this possible, the CEO has every employee get in touch with the customers even if it is for a few days only. Amazon knows that understanding how the customers view, use, and talk about the products they sell is significant to a business and thus lets every member of ...Download file to see next pagesRead More
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